Guest Service Agent - Seasonal - Housing Available

Responsibilities

• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from our system, confirming the guest reservation information including number of guests, number of nights stay and room type.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys. Non-verbally confirm the room number.
• Provide welcome letter and key packet, containing room keys, certificates and discount coupons.
• Verify and receive authorization for credit cards, handle cash and make change as received.
• Ensure your assigned house bank is balanced.
• Ensure you are posting guest room charges and house account charges accurately.
• Promptly answer guest incoming calls using positive and clear communication.
• Input comments into the reservations as needed.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Ensure accurate closeout of guest's accounts at time of departure.
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work for your scheduled shifts.
• Perform any other job-related duties as assigned.

Qualifications

• At least 6 months of experience in a customer service environment
• Hotel experience a plus
• Excellent computer skills
• Flexibility to work weekdays, weekends, evening shifts and holidays