Guest Services Agent

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet. Responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes with accuracy, always noting the date and time of message.
• Repeat message back to caller to assure the accuracy of the message.
• Use message light to tell guests that they have a message waiting.
• Know emergency procedures and how to respond.
• Never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions. Know room rate. Also know the amenities of the rooms so you can inform guests of what to expect in their rooms.
• Know physical makeup of building-exterior and interior. Know where the closest shopping, convenience store and gas station is.
• Complete daily reports, audits correspondences etc. as required by your shift.
• Keep lobby and office area clean at all times.
• Set wake-up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure area if leaving the front desk, even if it is for a moment!
• Create incident reports for guest injuries / issues when required.
• Answer all calls within three (3) rings. All calls are to be answered in a “scripted” manner.
• Take and record reservations with accuracy. Confirm as requested.
• Resolve guest complaints.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

EDUCATION AND EXPERIENCE REQUIREMENTS

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.