Guest Service Agent

JOB SUMMARY:

The Guest Service Agent plays an essential role in providing a welcoming, comfortable, and high-quality experience for all guests. This multi-functional position is responsible for delivering exceptional customer service at the front desk, including assisting with reservations, check-ins, and check-outs, answering inquiries, and ensuring a smooth guest experience throughout their stay. The role also includes preparing and serving beverages and food items, handling transactions, and maintaining a clean and organized service area. In addition, the associate is responsible for cleaning and servicing guest rooms to property standards, promptly reporting any maintenance issues, and performing all laundry operations including washing, drying, folding, and stain removal to ensure linens and towels are fresh and ready for use. This versatile position supports multiple departments and contributes directly to the overall efficiency, cleanliness, and guest satisfaction of the property.

Service Attitude and Communication:

• Maintain high standards of personal appearance and grooming. Wear name tag when working.
• Always maintain a warm and friendly demeanor.
• Must be always attentive, courteous and efficient in dealings with the clients, guests, managers and all other employees.
• Always comply with compliance standards and regulations to encourage safe and efficient hotel operations.

Responsibilities:

• Operate the front desk according to management’s specifications. Operate with accuracy the reservation system, check-in and check-out system and credit card system.
• Operate the switchboard and disperse calls as required by your shift.
• Always keep lobby clean and office area clean.
• Complete shift paperwork each shift.
• Resolve guest complaints within your capacity. If needed, pass the information to management for further action.
• Maintain updated knowledge of area attractions.
• Ability to handle multiple tasks simultaneously and focus attention to detail. Must be guest oriented, display a positive attitude and act as a team player. Utilize good listening skills, converses with telephone clients and other employees in a professional and courteous manner.
• Is knowledgeable about all menu items and beverages severed, their garnish, contents and preparations methods. Can answer guests’ questions regarding such with confidence and accuracy.
• Serve guest order promptly according to service standards. Returns as appropriate to ensure all of guests’ needs are being met and to suggestively sell other items.
• Perform all closing check list items are assigned. Clean walls, floors, equipment, shelving and service units to company standards.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Operate the coffee station in an efficient, safe manner.

• Must be able to perform essential housekeeping functions to company standards such as:
  • Making beds
  • Cleaning bathrooms and toilets
  • Dusting
  • Vacuum
  • Replace supplies
  • Sweeping and mopping floors
• Complete all pre-cleaning duties, including but not limited to, guest supplies, cleaning supplies and linen for housekeeping cart set-up.
• Understand and adhere to Federal and State regulations regarding handling hazardous materials.
• Responsible for pre-inspection, pre-spot, wash, dry and fold linens.
• Maintain linens in a presentable and sanitary condition.
• Must practice safe use of all cleaning agents.

General Responsibility

• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all policies and hotel rules and hotel terminology.
• Must be able to follow safety practices, such as wearing personal protective equipment, reading chemical warning labels and other safe work practices.
• Perform any other duties as requested by management.

Experience:

• Ability to communicate effectively with guests and staff.
• Ability to work a flexible schedule, including weekends and holidays.

Physical Requirements:

• Heavy work-Exerting force frequently and constantly lifting, carrying, pushing, pulling or otherwise moving objects.
• Ability to stand during entire shift.
• Ability to reach overhead, utilize both hands, to bend over and to stoop and kneel.
• Ability to operate light equipment.
• Must be capable of climbing and descending stairs during their shift.
• Must be able to work in an outside environment.
• Ability to operate equipment such as industrial washing machines and dryers.

Mental Requirements:

• Must be able to understand and follow directions, guidelines and work objectives as set forth by the general manager.
• Must be able to understand the potential hazards and subsequent procedures involved in working around commercial cleaning agents and light machinery.
• Must use common sense and integrity in ensuring the security of guest belongings while working in guest rooms.