Guest Service Agent

JOB SUMMARY

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS

Education & Experience:

· College course work in related field helpful.

· Experience in a hotel or a related field preferred.

· High School diploma or equivalent required.

· Computer experience required.

· Customer Services experience preferred.

Physical requirements:

· Flexible and long hours sometimes required.

· Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

· Ability to stand during entire shift.

General Requirements

· Maintain a warm and friendly demeanor at all times.

· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

· Must be able to multitask and prioritize departmental functions to meet deadlines.

· Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

· Attend all hotel required meetings and trainings.

· Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

· Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

· Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

· Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

· Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

· Must be able to cross-train in other hotel related areas.

· Must be able to maintain confidentiality of information.

· Must be able to show initiative, including anticipating guest or operational needs.

· Perform other duties as requested by management.

DUTIES & FUNCTIONS

Fundamental Requirements

· Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.

· Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

· Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

· Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

· Review Front Office log and Trace File daily.

· Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

· Follow all cash handling and credit policies.

· Be aware of all rates, packages and special promotions as listed in the Red Book.

· Be familiar with all in-house groups.

· Be aware of closed out and restricted dates.

· Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

· Be familiar with hospitality terminology.

· Have knowledge of emergency procedures and assist as needed.

· Handle check-ins and checkouts in a friendly, efficient and courteous manner.

· Use proper two-way radio etiquette at all times when communicating with other employees.

· Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

· Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

· Be able to complete a bucket check, room rate verification report, and housekeeping report.

· Balance and prepare individual paperwork for closing of shift according to hotel standards.

· Maintain and market promotions and guest programs.

· Maintain a clean work area.

· Assist guests with safe deposit boxes.