Guest Service Agent

PRINICIPLE DUTIES/ RESPONSIBILITIES:
* Acknowledge guests with a warm smile
* Greet guests and welcome them to our property. If repeat guest, welcome back guest by using guest name
* Qualify guest by inquiring of specific itinerary information (i.e. last name, confirmation number, length of stay and preference of accommodations).
* Offer the closest accommodation to what guest has requested, if request cannot be granted. Always offer alternatives to guest.
* Verify and confirm full billing information with the guests.
* Advise guest of all amenities in the room inform them of all the services offered by the hotel (i.e. concierge, business center, fitness center, ATM, Internet connection)
* Ensure guest's signs and initials all pertinent information on registration card (i.e. rate, name, departure date, and correct mailing address). Ensure guest is aware of multiple rates and document on registration card. All information on the registration card must match that in the computer system.
* Perform all duties of checking in a guest (i.e. assign room, secure method of payment, make keys, properly filing registration card).
* Offer Bell services for luggage handling
* Always provide correct name and offer further assistance if needed
* Answer guest questions and resolve guest issues to the highest ability, or request assistance from manager or immediate supervisor
* Ensure that all guest are given a comment card in order to provide us with feedback about their stay
* Verify prior to settling bill that all charges are current and correct and that billing is applicable and acceptable
* Offer assistance with future reservation

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Guest Service Agent

* Ensure proper handling of hotel issued bank, and provide accurate account of it at the end of every shift
* Complete all necessary paperwork to coincide with shift audit
* Have a manager verify all work for the shift and sign off on final audit and allowances
* Ensure a professional and friendly demeanor is maintained at all times
* Ensure security measures and guest confidentiality is maintained. Proper identification of guest will always be required when dealing with accessing a guest room
* Handle multiple tasks at once (answering phones, checking in guests etc.)
* Perform other related guests service duties as necessary by the position.

QUALIFICATIONS:
* EDUCATIONAL - Associates degree preferred, any combination of education and
training within hotel

* EXPERIENCE - Minimum of two hotel years experience

* SKILLS - Excellent written and verbal communication skills. Ability to
work in a fast paced environment and manage a large diverse work force. Capable of motivating staff and promote self improvement


WORKING CONDITIONS/ESSENTIAL PHYSICAL DEMANDS:
* PHYSICAL DEMANDS - Ability to assist any staff when needed