Guest Service Agent

Essential Functions

• To be thoroughly acquainted with all check-in procedures and policies.
• To be thoroughly acquainted with all check-out procedures and policies.
• To be a main liaison between guest and the hotel.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all hotel facilities.
• To be familiar with general organization set-up.

Pre-shift Responsibilities

• Read, initial and sign the Pre-shift.
• Discuss open issues with Front Office Manager daily.

Inter-departmental Relationships

• To be familiar with the inter-relationship between the different departments.

Selling Strategy Training

• To complete S.E.T. training and follow this philosophy at all times.

Basic Operations

• To be familiar with the basic operations of PBX.

Hotel Reputation and Professionalism

• To uphold the reputation of the hotel as a professional employee.

Equipment and Systems Knowledge

• To know how to make a reservation (group or individual).
• To be familiar with the PMS & Voice Mail System.

Tools and Equipment

• Computer and printer.
• Telephone.
• Pen/pencil.
• Photo-copying machine.
• Facsimile machine.

Working Environment

• Interior and on occasion exterior of hotel with exposure to weather conditions.

Physical Job Requirements

• Lifting/Pushing/Pulling/Carrying - 25% of shift pulling out cash draw, key draw and safety deposit boxes.
• Bending/Kneeling - 25% of shift to retrieve safety deposit boxes and cash draw.
• Mobility - 5% of shift to retrieve messages and guest mail.
• Continuous Standing - 95% of shift continuous standing attending to customers.

Work Environment

• Inside 100% of work period (approximately 8 hours shift).

Hearing/Vision/Speech/Literacy

• Hearing is moderate (One-on-one communication with guests).
• Vision is moderate (Read reports, verify reservations, work with computers).
• Speech is moderate (One-on-one communication with guests).
• Literacy is critical (Read reports, reservations, analyze, investigate).

Chemical/Agents Used

• No chemicals/agents used.

Protective Clothing

• No protective clothing required.

Equipment Operation

• Computer system 75% of time.
• Copier 5% of time.
• Calculator 10% of time.
• Printer 25% of time.
• Telephone 25% of time.