Guest Service Agent

Essential Duties and Responsibilities 

• Always treat guests with courtesy and respect in a variety of situations. 


• Must maintain standards of 5-star service 


• Must maintain honesty and integrity 


• To be mindful of the importance of personal hygiene and grooming. 


• Adhere to the property’s Health and Safety guidelines. 


• Ability to work under pressure and in a fast-paced environment. 


• Check-in, checkout and produce player’s club cards for hotel guests in a confident, professional, and friendly manner. 


• Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance. 


• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.  


• Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.  


• Provide gracious and efficient telephone service as it relates to general PBX services.  Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.  


• Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals. 


• Complete all items as listed on shift checklists. 


• Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process 


• Provide guest welcome amenity at check in 


• Book future reservations upon Guest Request 


• Carry Radio on you at all times, with Hotel Ear Piece  


• Ensure proper credit card procedures are followed based on PCI compliance guidelines. 


• Enter guest requests and complete orders on Hotsos 


• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift. 


• Maintain complete knowledge at all times of: 


• All hotel features/services, hours of operation. 


• Hotel history and neighborhood knowledge 


• All room types, numbers, layout, décor, appointments and location. 


• All room rates, special packages and promotions. 


• Daily house count and expected arrivals/departures. 


• Room availability status for any given day. 


• Schedule daily group activities. 


• Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come    directly to the front desk. 


• Communicate service and amenities of the hotel to guests. 


• Communicate VIP arrivals to designated personnel for escort and delivery of amenities. 


• Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts.  


• Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager. 


• Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged. 


• Offer detailed information on the voice mail system to callers and guests wishing to leave messages. 


• Accept and record wake-up call requests. 


• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion. 


• Meet with departing Front Desk Host to review business status, log-book and follow-up items. 


• Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary.  


• Knowledgeable of property’s fire and emergency procedures. 


• Any additional duties as directed by management. 


• Ability to utilize the property management system 


• Cover Night Audit, when needed.  

Job Requirements: 

 Behavioral standards that all team members will be held accountable to:  

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding. 


• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. 


• Ability to accurately compute and manipulate mathematical calculations. 


• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger. 


• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the company by being engaged, interested and productive. 


• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company’s success. 


• Puts guest at forefront of all decisions 


• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once. 


• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays) 


• High school graduate. 


• Previous hotel experience. 


• Punctuality and regular and reliable attendance. 


• Interpersonal skills and the ability to work well with co-workers and the public. 


• Good communication skills 


• Guest service oriented  


• Ability to function in a noisy, hectic, and crowded environment 


• Ability to handle numerous duties simultaneously  


• Ability to adapt under stress, flexible 


• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission  


• Oral and written proficiency in the English language. 


• Maintain up to date property knowledge. 

Essential Physical Abilities  

Endure various physical movements throughout the work areas, such as removing guest luggage to/from all types of vehicles and guest rooms. 

• Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes and luggage weighing up to 75 lbs. continuously throughout shift. 


• Ability to stand, walk and/or sit and continuously perform essential job functions. 


• Sufficient manual dexterity in one hand to be able to load and unload luggage. 


• Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property. 

Work/Educational Experience  

• Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations 


• Prior experience in guest services preferred  

 Salary: $31.4800 - $35.4100