Guest Service Agent

Description

PURPOSE OF THE POSITION

The Guest Service Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, handles all special requests for services or information in accordance with standard policies and procedures.

RESPONSIBILITIES

•  Register guests and assign rooms accommodating special request whenever possible
•  Assist in pre-registration and blocking of rooms for reservations
•  Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures
•  Understand room status and room status tracking
•  Know room locations, types of rooms available, and room rates
•  Use promotional selling techniques to sell rooms and to promote other services of the hotel
•  Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
•  Possess a working knowledge of the reservations department. Take same day reservations and future reservations when necessary
•  File room keys
•  Process guest check-outs.
•  Post and file all charges to guest, mater, and city ledgers accounts
•  Follow procedures for issuing and closing safe deposit boxes
•  Use proper telephone etiquette
•  Use proper mail, package, and message handling procedures
•  Read and initial the pass-on log and bulletin board daily. Must know of daily activities and meetings taking place in the hotel.
•  Attend meetings as required by management
•  Coordinate guestroom maintenance work with the maintenance department
•  Report any unusual occurrences or request to the manager or assistant manager
•  Maintain the cleanliness and neatness of the front desk area
•  All other duties, as assigned.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES

The Guest Service Agent must demonstrate knowledge in the following areas:

- Customer Service experience

- Know room locations, types of rooms available, and room rates

- Comprehension of Spirit Hospitality and hotel’s scheduling system-understand room status and room status tracking

- Know Hotel brand standards

- Know Accident prevention policies

- Know all Safety and Emergency procedures

- Knowledge of front office equipment

This Position must demonstrate the following mental and physical skills:

- Analytical and problem-solving skills

- The ability to learn and adapt to technology used within the hotel

- Excellent verbal and listening communication skills

- Stress & time management skills

- Ability to work well independently and in a group

- Ability to stand for eight hours

- Ability to perform physical requirements of the position

- Ability to push and pull 30lbs.

This position must demonstrate the following personal attributes:

- be respectful, honest, and trustworthy

- possess cultural awareness and sensitivity

- demonstrate sound work ethics

- demonstrate professional personal presentation through dress, communication, and actions

WORKING CONDITIONS

Physical Demands

The Guest Service Agent will spend 8 to 10 hours a day walking or standing. This position will be required to bend at the knees and waist, squat, reach over-head, and extend arms out in front. This position works in an indoor setting. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

Environmental Conditions

The Guest Service Agent may be interrupted frequently to meet the needs and requests of guests. This position may find the environment to be busy and loud at times.