What are the responsibilities and job description for the Guest Service Agent position at Apsilon Management Perimeter LLC?
Location: Sonesta ES Suites Atlanta - Perimeter Center
POSITION SUMMARY
The Guest Service Agent will provide fast and effective customer service at all times ensuring guests receive great service throughout their stay. Agents will check guests in and out while following all established procedures and policies.
ESSENTIAL DUTIES AND RESPONSIBILITIES -THE ESSENTIAL FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
- Act as the ambassador of the hotel. Provide information to guests on all aspects of the hotel, including the pool location, hours of F&B facility, laundry location, difference in room types and what those room types have to offer the guest.
- Review arriving reservations for the day early in the shift, checking for special requests, VIP’s, etc., pre-assigning rooms as necessary. Pre-registers groups that have requested pre-registration.
- Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately, following standard procedures.
- Maintain complete understanding of all aspects of the PMS cash register operation.
- Compare housekeepers report with the folio log at the beginning of the PM Shift or when Housekeeping is finished for the day.
- Enter all wakeup calls accurately. Record messages and receive mail for arriving and in-house guests.
- Record future reservations for any guest by phone or in person, following all standard procedures.
- Handle all complaints efficiently and courteously. Listens carefully to the guest’s problem. If possible, takes immediate personal responsibility to correct the problem. If not possible, notifies supervisor or the General Manager immediately.
- Post phone charges promptly. Post any charges incurred by guests during shift using standard procedures.
- File folios, Reg cards, and reservations cards as necessary. Complete shift checklist before end of shift.
- Maintain fresh coffee in the lobby at all times.
- Answer telephone efficiently and pleasantly within three rings and with correct phrasing. Determine nature of call and transfer to proper extension.
- Maintain an awareness of and report any and all safety hazards or violations witnessed in the course of performing required duties.
- Perform other duties as requested.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
- High school diploma preferred
- One year related customer service work experience.
- Basic mathematical skills.
- Computer skills.
- Excellent interpersonal skills,
- Ability to speak, read, and write English.
- Knowledge of workplace safety procedures.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
While performing the duties of this position, the employee is regularly required to stand and walk the entire shift, talk and/or hear. The employee is regularly required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The noise level in the work environment is usually moderate.
**Employment is contingent upon successful completion of a background and drug test.**