"Ambience Hospitality is a hotel and property management company. Our clients and owners hire our professional services to operate hotels and other properties on their behalf. As an associate of the property you are an employee under the management of Ambience Hospitality. The following job description covers the basic
elements of the job listed, according to the expectations and requirements of Ambience Hospitality. This job description is not intended to be an exhaustive or all-inclusive list of expectations. Please see your General Manager for specific duties and expectations relevant to the property.
Job Title:
Other Names:
Full/Part Time:
Department:
Classification:
Guest Service Agent
Front Desk Clerk
Can be Either
Service Desk
Non-exempt
Environment:
Reports to:
In-doors, standing, some lifting less than 40 pounds
Front Office Manager, Hotel
Supervisor, Assistant General
Manager, General Manager
Education: High School Diploma, or equivalent
General Overview
Hotel Guest Service Agent (or Representative) greets and welcomes guests to the hotel and makes them feel comfortable in their environment. The Guest Service Agent (GSA) must maintain a friendly and helpful attitude to guests, customers, clients and visitors. The GSA must professionally provide services to accommodate guests by registering and assigning rooms to guests, issuing room keycards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Tasks
Greet, register, and assign rooms to guests
Contact housekeeping or maintenance when guests report problems
Issue room keys
Make and confirm reservations
Verify customers’ credit, and establish how the customer will pay for accommodations
Keep records of room availability and guests’ accounts, manually or using computer
Post charges, such as those for rooms, food, telephone calls, accurately to ledgers manually or by using computer
Review accounts and charges with guests to ensure accuracy during the checkout process
Record guest comments or complaints, referring customers to managers as necessary
Compute bills, collect payments, and make change for guests
Transmit and receive messages, using telephone or switchboard
Answer inquiries pertaining to hotel services, guest registration, and travel directions
Advise housekeeping when rooms have been vacated and are ready for cleaning
Perform bookkeeping activities such as balancing accounts and conducting nightly audits
Clean and maintain lobby and common areas, such as restocking supplies and emptying trash receptacles
Prepare for basic food service, such as setting up breakfast, or coffee and tea supplies
Sort and rack incoming mail and messages
Deposit guests’ valuables in hotel safes or safety-deposit boxes
Technology Skills
Data base user interface software
Electronic mail software
Facilities management software (Property Management System)
Office suite software – word processing, spreadsheet, presentation
Tools Used
Automated attendant systems
Automatic call distributor
Music or message on hold player
Personal computers (PC)
Premise branch exchange (PBX) systems
Vacuum cleaners
Voicemail systems
Calculator or adding machines
Knowledge
Customer Service and Personal Service
English Language
Public Safety and Security
Clerical
Computers and Electronics
Administration and Management
Mathematics
Sales and Marketing
Economics and Accounting
Telecommunications
Personnel and Human Resources
Education and Training
Communications and Media
Law and Government
Transportation
Chemistry
Food Production
Geography
Philosophy and Theology
Skills
Social Perceptiveness
Speaking
Service Orientation
Active Listening
Coordination
Complex Problem Solving
Judgement and Decision Making
Management of Personnel Resources
Monitoring
Reading Comprehension
Time Management
Critical thinking
Instructing
Negotiating and Persuasion
Writing
Active Learning and Learning Strategies
Mathematics
Quality Control Analysis
Management of Material Resources
Troubleshooting
Operation and Control
Equipment selection and Maintenance
Abilities
Oral Comprehension and Expression
Speech Clarity and Recognition
Near Vision and Far Vision
Problem Sensitivity
Category Flexibility
Deductive and Inductive Reasoning
Written Comprehension and Expression
Fluency of Ideas
Originality
Selective and Auditory Attention
Number Facility
Finger Dexterity
Memorization
Perceptual Speed
Speed of Closure
Spatial Orientation
Wrist-Finger Speed
Peripheral Vision
Work Activities
Interacting with computers and other electronic devices
Getting information
Working directly with the public
Establishing and maintaining interpersonal relationships
Making decision and problem solving
Communicating with supervisors and peers
Resolving conflicts and negotiating with others
Processing information
Updating and using relevant knowledge
Documenting or recording information
Performing administrative activities
Organizing, planning, and prioritizing work
Communicating with persons outside organization
Coordinating the work and activities of others
Selling or influencing others
Assisting and caring for others
Training and teaching others
Monitor processes and surroundings
valuating information to determine compliance with standards