Job Title: Guest Service Agent
Reports To: Front Office Manager

Summary

The primary function of the Guest Service Agent is to assist the hotel guests, and attend to their needs
while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. As GSA you will be responsible for the check in and check out of hotel guests in a courteous, professional and timely manner. Positive and clear communication with all departments and passing along important information is vital to the success of a guest service agent.

Essential Duties and Responsibilities

· Become knowledgeable in the hotel’s Property Management System.

· Become knowledgeable in the proper check in & check out procedures.

· Ensure that guests’ needs and requests are met.

· Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.

· Be aware of tone and composure when addressing guests and other Associates.

· Ensure that guests’ names are used throughout your interaction with them.

· Complete daily shift checklist.

· Make and confirm reservations.

· Accountable for maintaining banks and/or cash drawers at the Front Desk.

· Conduct daily bucket checks.

· Ensure all reservations are made following the Signature “Magic Formula”.

· Complete and print all required daily reports, records & logs as necessary.

· Complete courtesy calls within 20 minutes of guest check in.

· Ensure to sell and identify potential future business upon check in.

· Deposit guests’ valuables in hotel safe deposit box upon request.

· Relocate guests to nearby hotels as necessary.

· Answer and transfer calls in accordance with hotel standards.

· Restock & organize all work areas as necessary.

· Post charges to guest rooms, make changes, compute bills & collect payments.

· Verify daily rate & availability.

· Attend all mandatory meetings and hotel functions.

· Comply with all company standards and policies, as established in the employee handbook.

· Ensure proper corporate and group coding.

• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.

· Other duties as required.

· Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager.

· Manage shuttle traffic per the property specific standard operating procedure.

Education And Or Experience

A High School diploma or General Education Degree (GED); A college degree is preferred or 1 year related experience and/or training; or equivalent combination of education and experience. Previous hotel experience preferred, but not required.

Language Skills

The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability.

Mathematical Skills

The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals.

Safety Policies & Practices

All Associates are responsible for following the First Bristol Corporation’s safety policies and procedures.

Work Environment & Reasoning Ability

The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form. The ability to work in close proximity with others comfortably, while multitasking in a fast paced environment. Must possess conflict resolution skills.

Appearance & Performance Expectations

All Associates are responsible for following the First Bristol Corporation’s standards of appearance.

Physical Demands

While performing the duties of this job, Associates may need to lift items up to 25 lbs. and spend a length of time on your feet.

Job Types: Full-time, Part-time

Pay: $17.00 - $17.50 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person