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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
Full Time
$37k-49k (estimate)
05/21/2024
06/09/2024
halekulanihotel.com
Honolulu, HI
<25
Accommodations