Guest Service Agent

Job Summary:

The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Qualification Standards:

Education & Experience:

• College coursework in a related field is helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience is required.
• Being Multilingual helpful
• Enjoys seeking out and creating memorable experiences.
• Shares the cultural belief that teamwork delivers results.
• Loves to SMILE!

Physical requirements:

• Ability to work required full-time shift.
• Light work - Exerting up to 15 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during the entire shift.

General Requirements:

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with the Northport Hotel policies
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with the Northport Hotel standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must be able to handle cash and credit card transactions.
• Must be able to work with computer software systems.
• Must be able to show initiative, including anticipating guest or operational needs.

Duties and Functions:

Fundamental Requirements:

• Greet and welcome all guests approaching the Front Desk in accordance with the Northport Hotel company standards.
• Maintain proper operation of the PBX phone console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests.
• Review Front Office log and Trace Files daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with all in-house groups.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency fire safety procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio (Relay) etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk PMS computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shifts according to hotel standards.
• Maintain a clean work area.
• Assist guests with luggage storage.