Guest Service Agent

SUMMARY                                                                                                                                                               

The Front Desk Clerk is responsible for:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay.

Provides information regarding hotel facilities and guest accommodations.
 

JOB RESPONSIBILITIES

The Front Desk Clerk’s primary responsibilities will include:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by obtaining data from the guest and/or reservations print out.

Input information via computer or through a manual process.

Confirm pertinent information, including number of guests and dates of stay. 

Confirm room rate visually, do not announce it. Select room in accordance to the guest's needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc.

Provide folders containing room keys, non-verbally confirming the room number.

Complete reservation requests utilizing similar format as check in process.

Verify and imprint credit cards for authorization using electronic acceptance methods.

Handle cash, make change and balance an assigned house bank.

Accept and record vouchers, travelers’ checks, and other forms of payment.

Convert foreign currency at current posted rates.

Perform accurate, moderately complex arithmetic functions using a calculator.

Post charges to guest rooms and house accounts using the computer or manual system.

Promptly answer the telephone, within three rings.  Use your name when answering; speak clearly and in a pleasant tone of voice.

Take and deliver accurate and timely guest messages, either manually or via the computer system.

Deliver mail, small packages and facsimiles for customers as requested.

Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.

Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.

Investigate guest complaints thoroughly.  Listen carefully, apologize for the problem and offer assistance to resolve it.  If after offering alternatives, the problem has not been resolved to the guest's satisfaction, obtain assistance from a supervisor or manager.

Summon front service/bell assistance to escort guests to their rooms as appropriate.

Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.

Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

Report suspicious persons or activity to a supervisor immediately.

Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.

REQUIRED SKILLS AND ABILITY

Handle guest registration and room assignments, accommodating special requests whenever possible. 

Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Ability to stand for long periods of time.

Ability to read, listen and communicate effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

REQUIRED EDUCATION AND EXPERIENCE

Education – High school diploma required.

Experience – Prior hospitality experience preferred.  OnQ experience preferred.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.