Guest Services Agent

Purpose for the Position:

To perform in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited to, check-in and checkout of guests which contributes to an overall positive experience.

Essential Responsibilities:

1. Greets guests with a warm and welcoming attitude, always providing outstanding customer service.
2. Issues room key and escort instructions to Bell Person or directly to guest as appropriate.
3. Date-stamps, sorts, and racks incoming mail and messages.
4. Check-in and check-out guests efficiently, ensuring accurate information is collected and recorded.
5. Transmits and receives messages using equipment such as telephone, fax, and switchboard.
6. May receive and process advance registration payments.
7. Provide guests with information about hotel facilities, services, and local attractions.
8. Handle guest inquiries, requests, and complaints promptly and professionally, resolving any issues to ensure guest satisfaction.
9. Maintain an organized and tidy front desk area, ensuring all necessary supplies are stocked.
10. Assist with administrative duties, such as answering phone calls, responding to emails, and handling cash transactions.
11. Keeps records of room availability and guests’ accounts.
12. Computes bill, collects payment, and makes change for guests.
13. May make, confirm, and cancel reservations for guests.
14. May post charges such as room, food, liquor, or telephone by hand or machine.
15. May make restaurant, transportation, or entertainment reservations for guests.
16. May deposit guests’ valuables in hotel safe or safe-deposit box.
17. May order complimentary flowers or champagne for special guests.
18. Follow hotel policies and procedures, including security and safety protocols.
19. Collaborate with other hotel departments to ensure a seamless guest experience.

20. Supports and adheres to the core values, the mission statement, service fundamentals, and guest service philosophy as defined by the company.

21. Required to be always in uniform when working on the property, including wearing a name identification badge.

22. All other duties as assigned by a manager or supervisor

Skills and Abilities:

•  Speak clearly and listen carefully.
•  Use personal judgment and specialized knowledge to give information to people.
•  Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
•  Deal with the public, customers, employees, union and government officials with tact and courtesy.
•  Change activity frequently and cope with interruptions.

Physical Demands: Light work. Exerting up to 20 pounds of force occasionally. Requires walking or standing to a significant degree.

Requirements

•  High School completion or an equivalent level of education and experiences.
•  Previous experience in the hospitality industry, preferred.