What are the responsibilities and job description for the Front Desk/Guest Service Agent position at Image Hotel Management?
Job Description
Guest Service Agents are team players with high energy, an upbeat personality, and outstanding customer service skills. They are responsible for greeting and registering the guest, providing outstanding guest service during their stay, settling the guest's account upon completion of their stay, and ensuring the public areas of the hotel stay clean and are replenished once HK/MTN/BK staff has left. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily.
- Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.
Responsibilities
- Maintain good personal appearance at all times; wear proper uniform and name tag as prescribed by the hotel.
- Demonstrates and promotes a strong commitment to providing an outstanding experience for guests where they feel personally welcomed. Thus \"Acts Happy\" at all times in areas in visible to guests.
- Process all guest check-ins, check-outs, room assignments, and room change/guest requests
- Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction
- Account balancing & cash handling
- Excellent communication and phone skills during a routine day as well as under pressure
- Question each guest upon check out and when possible during the course of their stay how was their stay to ensure we resolve any issues prior to their departure
- Display professionalism at all times; this includes appearance as well as language and tone of voice
- Ability to focus on the guest in front while ensuring those waiting in person or via phone are adequately acknowledged.
- Ability to understand and uphold hotel and brand standards and expectations
- General office up keeping and ensuring public areas are cleaned and replenished as needed
- Knowledge of hotel amenities as well as surrounding area (attractions/restaurants) in order to optimally service guests needs
- Navigate the Internet for work purposes only: GSAs are only allowed to search the web upon Management or guest request.
- Capability to solve problems and multi-task
- Knowledge of Microsoft office and computer skills
- Ability to stand or walk for an extended period of time.
- Ability to move, lift, cany, push, pull, and place objects weighing up to 10 pounds
- Work as a team and possess a can do attitude along with a sales mind-set
- Additional duties from hotel manager will be assigned as necessary