Guest Service Agent - Full-time / Part-time

SUMMARY: To perform, in a pleasant, professional and efficient manner, a combination of front office duties mainly related to, but not limited to, check-in and check-out of guests which contributes to an overall positive experience.

QUALIFICATIONS: To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner, and the individual must be punctual and have a good attendance record, and have reliable means of transportation to work. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• All employees are required to assist any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
• Greets, registers, and assigns rooms to guests in accordance with established front office procedures.
• Issues room key and escort instructions to guest as appropriate.
• Transmits and receives messages using equipment such as telephone, fax and switchboard.
• Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Understands and complies with Company’s established front office operating procedures, including Signature Training, Accounting Manual Policies and Procedures, Cash Handling Procedures, and Credit Card Policy and Procedures.
• Understands the governmental laws and regulations that affect front office operations, ensuring that front office duties are performed in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
• Keeps updated and accurate records of room availability and guests' accounts.
• Computes bill, collects payment, and makes change for guests.
• Operates Property Management Systems and interfaces (including pay-per-view movie interface system, as applicable).
• Maintains log of guest issues.
• May make and confirm reservations for guests.
• Posts charges to guest folios in an accurate and timely manner, such as room, food, liquor, pay-per-view movie, or telephone charges.
• May make restaurant, transportation, or entertainment reservations for guests.
• May deposits guests' valuables in hotel safe or safe deposit box.
• May assist with set-up and clean up of Continental Breakfast and Manager’s Social Hour-type functions as needed.
• May assist with cleaning of public space areas and guest rooms as needed.
• Other duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) preferred; or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Must have developed language skills to the point to be able to:

• Read and interpret documents in English such as routine correspondence, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to speak effectively in English to customers and employees.

REASONING ABILITY: Must have developed reasoning abilities to the point to be able to:

• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply and divide numbers; and ability to calculate figures and amounts such as discounts and percentages.

COMPUTER SKILLS: Must have sufficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued software programs implemented at the hotel, including but not limited to Windows and DOS-based property management systems and interfaces. Company-issued software programs may change from time to time; the individual is required to learn the new programs and upgrades as soon as practicable after such items are provided to the hotel.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand for significantly extended periods of time without access to a chair or stool while working behind the front desk; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL CONDITIONS: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Must be able to work according to a set schedule including weekends and holidays as required.
• The noise level in the work environment is usually moderate.

IMPORTANT NOTE: Essential functions of this job are described under the headings above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of the Company and/or the hotel.