Guest Service Agent

Guest Service Agent Job Description

The job description for this position is only a general summary of the duties a Guest
Service Agent is to perform. Other duties, which are not listed, may be required from time
to time.

General Job Description

• Be ready to begin work at the specified time.
• Greet guests; check them in and out with friendliness, speed and accuracy.
• Maintain all paperwork as required by your shift. Initial and date when applicable.
• Maintain accuracy in handling cash. Responsible for the cash drawer and balancing shift report. Know how to handle money and make changes correctly.
• Operate switchboard and transfer calls as required by shift.
• Keep all business confidential on and off duty.
• Know room rates, locations, and furnishings of all rooms.
• Know physical make-up of building ? interior and exterior.
• Promote membership in the franchise?s membership club.
• Help secure lodging for guest by referrals when hotel is full.
• Know what attractions, restaurants, and events are available. Be familiar with the specific publications and maps for providing directions.
• Be polite and present a friendly and caring image.
• Take and record reservations with accuracy, confirm as requested. When a guest checks out, inquire if you can be of help to them in making lodging reservations for another Daly Seven property.
• Check credit cards and guaranteed reservations for validity and acceptability.
• Know status of reservations on a daily and future basis.
• Be able to handle guest complaints.
• Know emergency procedures and how to respond. Be familiar with the fire system and how to shut if off if there is a false alarm.
• Each employee is part of the hotel security team and is responsible for reporting any potential hazards to the management and should investigate in the absence of the manager any alleged injuries, which occur on the premises. An Incident Report (guests) or Accident Report (for employee injury) should be completed. Show concern and consideration for the guest, but never acknowledge responsibility.
• Know where gas, electric, water cut off, and breakers are located.
• Know location of emergency lights.
• Each shift must keep lobby and office area clean at all times.
• Know the computer operations including procedures for shut down when necessary.
• Desk clerks should know how to set up and maintain continental breakfast, as well as how to make coffee properly.
• Know the location of the ADA box and how to use it.
• Complete Call Back Sheet and file.
• Complete Room Availability form.
• Complete Comment Log for your shift.
• Complete Shift Verification Form.
• Perform all other duties as assigned.