What are the responsibilities and job description for the Guest Service Agent position at Grand Galvez?
Purpose: To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.
Reports to: Front Office Manager
Essential Functions
To be thoroughly acquainted with all check-in procedures and policies.
To be thoroughly acquainted with all check-out procedures and policies.
To be a main liaison between guest and the hotel.
Be familiar with guest scenarios.
Be familiar with all technical equipment as related to the Front Desk.
To be familiar with all hotel facilities.
To be familiar with general organization set-up.
Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.
To be familiar with the inter-relationship between the different departments
Complete S.E.T. training and follow this philosophy at all times.
Be familiar with basic operations of PBX.
Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
Know how to make a reservation (group or individual) Hotel Specific Essential Functions:
To uphold the reputation of the hotel as a professional employee.
Properly use and maintain hotel equipment
Make decisions that meet and exceed the expectations of the hotel.
Familiar with downtown area including attractions, restaurants, businesses.
Knowledgeable with PMS & Voice Mail System.
Tools And Equipment
Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
Working Environment
Interior and on occasion exterior of hotel with exposure to weather conditions. Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/ Carrying
Reports to: Front Office Manager
Essential Functions
To be thoroughly acquainted with all check-in procedures and policies.
To be thoroughly acquainted with all check-out procedures and policies.
To be a main liaison between guest and the hotel.
Be familiar with guest scenarios.
Be familiar with all technical equipment as related to the Front Desk.
To be familiar with all hotel facilities.
To be familiar with general organization set-up.
Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.
To be familiar with the inter-relationship between the different departments
Complete S.E.T. training and follow this philosophy at all times.
Be familiar with basic operations of PBX.
Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
Know how to make a reservation (group or individual) Hotel Specific Essential Functions:
To uphold the reputation of the hotel as a professional employee.
Properly use and maintain hotel equipment
Make decisions that meet and exceed the expectations of the hotel.
Familiar with downtown area including attractions, restaurants, businesses.
Knowledgeable with PMS & Voice Mail System.
Tools And Equipment
Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
Working Environment
Interior and on occasion exterior of hotel with exposure to weather conditions. Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/ Carrying
- 25% of shift pulling out cash draw, key draw and safety deposit boxes Bending/Kneeling
- 25% of shift to retrieve safety deposit boxes and cash draw Mobility
- 5% of shift to retrieve messages and guest mail Continuous Standing
- 95% of shift continuous standing attending to customers Climbing
- No climbing required Driving
- No driving required Work Environment
- Inside 100% of work period (approximately 8 hours shift) Hearing/Vision/Speech/Literacy
- Hearing is moderate (One-on-one communication with guests)
- Vision is moderate (Read reports, verify reservations, work with computers)
- Speech is moderate (One-on-one communication with guests)
- Literacy is critical (Read reports, reservations, analyze, investigate) Chemical/Agents Used
- No chemicals/agents used Protective Clothing
- No protective clothing required Equipment Operation
- Computer system 75% of time, copier 5%, calculator 10%, printer 25%, telephone 25%