One Stop Agent

Job Scope:

Answer all incoming phone calls to the hotel, and transfer as needed also check in and check out guests in the Opera system.  

Job Functions:

Guest Related Tasks

1. Answer all in-house guest phone calls and answer all guest inquires.
2. Answer all incoming hotel phone calls and transfer as needed.
3. Thorough knowledge of facilities and services available to guest.
4. Processes guest check-ins and checkouts.
5. Uses proper telephone etiquette.
6. Assist concierge in providing guest with information regarding hotel facilities and local attractions.
7. Records the necessary registration and credit card information, verifying rate and departure information.
8. Understands room status.
9. Update room status per Housekeeping.

Communications Related Tasks

1. Knowledge of room locations, types of rooms available, and room rates.
2. Coordinates room status updates with the housekeeping department by notifying housekeeping of late checkouts, early check-ins and special requests.
3. Use hotel two way radio systems, using proper etiquette.
4. Be able to handle guest disputes, and requests concerning room types and other room related issues.
5. Knowledge of cancellation policy.
6. Knowledge of Pet Policy
7. Knowledge of No-show policy.

System Related Tasks

1. Input all guest information into the Opera system at time of check-in accurately.
2. Update Opera system for any changes to the guest account.
3. Make sure proper credit is obtained at time of check-in and extended stays.