Guest Services Agent

Responsibilities

• Adheres to all departmental and property policies and procedures regarding guest service standards.
• Receives internal and external calls in order to answer questions, direct calls, or provide general information.
• Logs and distributes hotel guest messages and wake-up calls.
• Maintains knowledge of hotel occupancy status, special events, in-house groups, and other situations affecting the reception desk’s daily operation.
• Monitors security calls and provides accurate information to appropriate authorities during emergencies.
• Maintains ongoing knowledge of the property’s services and entertainment opportunities.
• Dispatches service calls for the hotel such as guest requests for housekeeping items and receiving/delivering Engineering or maintenance-related guest calls.
• Ensures guest needs are met by placing follow-up calls.
• Maintains HotSOS database.
• Contributes to the maintenance of guest preferences in HotSOS.
• Performs certain Front Desk responsibilities (e.g., granting stayovers, late departures, room changes, etc.).
• Performs all other related and compatible duties as assigned.
• Maintains strict confidentiality in all company matters.

Requirements

• High School Diploma or equivalent required.
• Prior hospitality or Front Desk experience preferred.
• Strong computer skills with proficiency in Microsoft Office applications required.
• Able to maintain a high level of confidentiality and professionalism.
• Able to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Able to work efficiently in a team-oriented environment.
• Able to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Ability to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.

Qualifications

• Ability to review and comprehend all necessary documentation.
• Ability to work in a demanding work environment.