GUEST SERVICE AGENT

This position is responsible for performing a variety of guest service activities in an exceptionally friendly, professional and efficient manner commensurate with the demands of a world-class hotel. Registers guests, assigns rooms, settles guest accounts and coordinates with other departments to satisfy guest requests.

Job Specifications

Minimum Qualifications:

• Minimum one year Front Desk experience at a comparable quality property preferred
• General knowledge of hotel departments preferred
• Excellent communication skills – oral and written
• Excellent guest service skills
• Ability to stand for an eight hour shift
• Ability to work a flexible schedule to include weekends and holidays

Job Duties

Job Specific

• Welcomes and registers guests in an outstandingly friendly, professional, efficient manner
• Whenever possible assigns rooms which satisfy all special requests
• Obtains necessary credit and payment information from guests
• Provides traveler check cashing and foreign currency conversion for Hotel guests
• Coordinates with other Hotel departments to satisfy guest requests
• Provides detailed information about Hotel facilities and operating hours
• Notifies Housekeeping of all special requests, late checkouts, room changes and day use rooms
• Posts charges received by Front Desk from Hotel outlets
• Adheres completely to all Grand Service standards
• Sells rooms in accordance with Front Desk sales strategies
• Receives and transmits guest messages
• Performs check-out and cash handling activities in accordance with all Hotel cashiering and credit policies
• Distributes and coordinates completion of survey cards during guest check-out
• Assists guests with kiosks computers for guest check-in & check-out
• Coordinates room changes for guests
• Issues and provides access and close out for guest safe deposit boxes
• Answers telephone calls and guest inquiries in a friendly, professional manner
• Reads and initials all entries in Front Desk Logbook and all information on Front Desk Bulletin Board
• Reads Group Profiles and Banquet Event information on a daily basis
• Maintains the cleanliness and excellent condition of equipment and work area
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Within the first 30 days must be able to perform to standard all activities on the New Hire Training Checklist.