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As an integral part of a team, the Guest Service Agent is responsible for continuously looking for ways to improve each guest's experience from providing exceptional guest service to greeting, registering guests upon entering the property and assisting the guest to settle their charges upon departure in accordance to hotel standards.
The Guest Service Agent is perhaps the most noticeable personnel in a hospitality operation. They represent the hotel to the guest throughout all stages of the guest's stay.
In many cases, the Guest Service Agent is first person a guest sees upon entering the property and the last person the guest sees on leaving.
The guest might call a Guest Service Agent with questions about the dining room menu, lounge entertainment, shuttle service to the airport, or about any other service or activity on the property.
The traditional duties of a Guest Service Agent center on guest registration and cashiering. But as our society, economy and work force become increasingly service-oriented;
an increasing emphasis will be placed on guest relations. More and more, the Guest Service Agents must be skilled, talented people who truly enjoy working with people from many cultures.
When appropriate, the Guest Service Agents perform registration and cashiering functions. They determine a guest's reservation status and identify how long the guest needs and wants to stay.
The Guest Service Agent helps guest complete registration and then assign rooms accommodating special requests whenever possible.
Agents verify the guest's method of payment and follow established credit-checking procedure all in the comfort of the guest's room.
The Guest Service Agent works closely with the Housekeeping Department in keeping room status reports to date. Requests for maintenance and repair work are also coordinated at times through the Guest Service Agent.
The Guest Service Agent must also know how to recognize and respond to suspicious or emergency situations.
Mail, message and information functions were once a prominent feature of most hotel Front Offices, requiring a full-time mail and information clerk to perform the duties.
In recent years, the responsibilities for distributing guest mail and messages or answering information requests have been divided among Lobby Receptionists, Guest Service Agents, PBX Operators and Concierges.
Finally, the Guest Service Agent must be sales-minded. A guest who has never stayed at the hotel will not know what the property has to offer.
A returning guest may not know about new services or options. It is up to the Guest Service Agent to sell the guest on the hotel's rooms and services.
Guest Service Agents do not need to use hard sell techniques. Rather, they should present options and alternatives to guest and offer assistance in making choices.
Agents should know the location and types of available rooms as well as activities and services of the property. As part of the registration process, we call attention to special promotions or events of restaurants, lounges, gift shops or other revenue outlets.
To be effective and successful, a Guest Service Agent must be proud of where he or she works. Self-assured, well-trained and sales minded people behind the reception desk can be a valuable public relations asset for the property.
ESSENTIAL FUNCTIONS
Know cancellation procedures.
SUPERVISORY REQUIREMENTS
Reports To : Front Office Manager and Managers on Duty
Supervises : N / A
EDUCATION / EXPERIENCE
KNOWLEDGE, SKILLS, & ABILITIES
PHYSICAL DEMANDS
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
Other details
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Last updated : 2024-05-14
Full Time
Accommodations
$29k-38k (estimate)
05/16/2024
05/15/2024
halekulanihotel.com
Honolulu, HI
<25
Accommodations
The job skills required for Guest service agent include Guest Service, Front Office, Housekeeping, Credit Card, Property Management Systems, Guest Relations, etc. Having related job skills and expertise will give you an advantage when applying to be a Guest service agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Guest service agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Guest service agent positions, which can be used as a reference in future career path planning. As a Guest service agent, it can be promoted into senior positions as a Front Desk Clerk, Sr. that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Guest service agent. You can explore the career advancement for a Guest service agent below and select your interested title to get hiring information.
If you are interested in becoming a Guest Service Agent, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Guest Service Agent for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Guest Service Agent job description and responsibilities
Reservations at restaurants or entertainment venues may be made the guest service agent.
03/06/2022: Colorado Springs, CO
When customers check out, part of a service agent’s job entails totaling their bills.
12/21/2021: Gainesville, FL
Calls from hotel rooms that come through the switchboard are usually handled by guest service agents.
03/08/2022: Lompoc, CA
When a problem with cleanliness arises, the agent dispatches housekeeping personnel to the room.
03/03/2022: Flagstaff, AZ
The agent tabulates the room rate and any telephone or room service charges added during the stay.
02/11/2022: Rochester, NY
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Guest Service Agent jobs
Being organized and detail oriented will be beneficial to maintaining records and sorting guest requests.
01/26/2022: Sarasota, FL
The best guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.
02/03/2022: Sioux Falls, SD
Hotel guest agents spend much of their time arranging for services hotel quests request or need.
02/14/2022: Des Moines, IA
Even minor tasks, such as taking messages for guests and receiving or sending faxes may make a guest's stay more satisfactory and fall under a hotel guest agent's job description.
01/16/2022: Concord, NH
Concierge create memorable guest experiences that achieve guest loyalty and support overall service experience.
01/12/2022: Abilene, TX
Step 3: View the best colleges and universities for Guest Service Agent.