Guest Service Agent

Duties And Responsibilities

• Deliver on the promise of IHG Service in all interactions with guests and clients according to the IHG standards.
• Register guests, issue room keys, and provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
• Responsible to maintain the security of cash, credit card transactions, and guest information.
• Routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Up-sell rooms where possible to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
• Service the shop and the pour by ensuring guests receive the service and products offered by the hotel.
• Follow all local laws with regard to alcoholic beverage sales.
• Ensure guest special requests are fulfilled and the proper delivery of guest services is delivered.
• Folding laundry.
• Issue, control, and release guest safe-deposit boxes.
• Comply with federal, state, and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

  Qualifications And Requirements

  • High School diploma or equivalent required.
  • One year of previous hotel experience or retail customer service preferred.
  • Previous background from the extended stay industry preferred.
  • Ability to speak, read, and write fluent English; other languages beneficial.
  • Professional verbal and written communication skills.
  • Mental and mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
  • Problem-solving, Reasoning, Motivating, Organizational And Training Abilities Preferred.
  • Experience with Microsoft Office and Opera systems preferred.
  • Valid driver’s license required.
  • Frequently standing up, bending, climbing, kneeling, and moving about the facility.
  • Carrying, lifting or pulling items weighing up to 50 pounds Frequently handling objects and equipment.
  • Standing for extended periods of time.
  • Will be required to work mornings, evening, weekends, and holidays.