Hotel Guest Service Agent - Bossier City

Responsibilities

• Maintain complete knowledge at all times of the following:
  • All hotel features/services, hours of operation
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status for any given day
  • Scheduled daily group activities
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Answer department telephone within 3 rings; using correct greeting and telephone etiquette.
• Promote positive guest relations for information in a congenial manner.
• Process all guest check-ins according to established hotel requirements.
• Confirm reservation in system and review all noted information.
• Be able to complete a “walk-in” reservation for guest with no prior room reserved.
• Obtain back up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advise guest of any messages, mail, faxes, etc. that was received for them.
• Inform guest of room safe and mini bar key and room key procedures.
• Issue parking passes/validate valet parking tickets and enter information in the computer.
• Communicate services and amenities included in packages to guests on packages.
• Obtain proper identification for tax exempt guests and attach from to registration card.
• Obtain guest signature for designated paperwork.
• Obtain bell person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., share widths, separate room/tax/incidentals, com).
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a message.
• Accept and record wake-up call requests; deliver to PBX.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e... Special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs according to established hotel requirements listed.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts following accounting procedures.
• Retrieve guest room key from guest.
• Handle requests for late check-outs according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel procedures.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures as listed below.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Make change for guests.
• Cash guests' personal checks/travelers checks.
• Post Charges.
• Settle room accounts.
• Run closing reports.
• Count bank at the end of their shift.
• Complete designated cashier reports.
• Balance receipts.
• Drop receipts.
• Secure bank.
• Legibly document pertinent information in the log book.

Skills to Help You Succeed

• Able to read and interpret instructions and direction for guests.
• Able to communicate without impediment with guests and staff in all areas relating to guest service.

Must-Haves

• High School education or equivalent.
• Previous experience in a hotel or high-end retail environment desired.

Physical Requirements

• Lifting up to 20lbs
• Pushing/Pulling up to 20lbs
• Carrying up to 20lbs
• Frequent Walking
• Frequent Standing
• Sitting
• Climbing steps