Guest Service Agent

POSITION OBJECTIVE

Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.

• ESSENTIAL JOB FUNCTIONS
• Greeting all guests upon arrival with a warm welcome.
• Promptly answer telephone calls, greet callers with a positive and clear voice. Listen toascertainthe correct extension. 
• Reading and using a moderately complex computer console, direct calls toappropriateline. 
• Maintain performance standards of front office personnel toward guests.
• Diplomatically handle guest complaints, including situations that arise whenhotel isoversold, irate guests, etc.
• Maintainaccuraterecords of accounts at the front desk, making sure all posting is correct according to procedure.
• Keep open communication between front office departments and key departments.
• Assistfront desk supervisors as needed.
• Relieve and substitute foremployeesas necessary.
• Review the logbook daily for information frompreviousshifts, keep all staff up to date on any updates.
• Provide the Director of the Front Office with reports as needed. 
• Ability to work effectively with Front Office Supervisors, bell staff,doormenand valet.
• Maintain a positive relationship with fellow employees.
• Maintain forms, valet tickets, claim tickets,requisitionsand communication items.
• Utilize bell carts, luggageracksand master keys.
• Ensure all records for bell/valet gratuities areaccurateand turned in ona timelybasis to the Director of the Front Office.
• Interpersonal communication skills are necessary for this position. 
• Must be able to work a flexible schedule including day/night shifts,weekendsand holidays
• Computer knowledgerequired.

REQUIRED SKILLS AND ABILITIES

• Self-starting personality with an even disposition.  
• Maintain a professional appearance and manner at all times. 
• Cancommunicate well with guests.  
• Must be willing to “pitch-in” and help co-workerswith their job duties and be a team player.  
• Ability to effectively deal with associates and customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger and collectaccurateinformation.  
• Ability to access and accurately input information using a moderately complex computer system.  
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.
• Must be able to work a flexible schedule including day/night shifts,weekendsand holidays

EDUCATION/EXPERIENCE

• High School Diploma plus some college,previousfront desk / guest service experience in a supervisory capacity. 
• Reservation knowledge is helpful.

LANGUAGE SKILLS 

• Excellent service skills including etiquette and ability to work with the public. 
• Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golfknowledge.

PHYSICAL DEMANDS

• While performing the duties of this job, the employeeis regularly required tostand, sit, walk,bendand use hands to finger, handle or feel objects,toolsor controls. 
• The employee isfrequentlyrequired to talk or listen. 
• The employeefrequentlyis required touse hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.