What are the responsibilities and job description for the Guest Service Agent position at Beacon Grand?
We are actively Searching for a Guest Service Agent
The Guest Service Agent is responsible for providing consistent excellent service to guests/clients before arrival, upon arrival, and during their stay, from check-in to checkout. This employee will be responsible for registration, checkout, and cashiering.
Responsibilities:
- Welcome and register guests expeditiously, provide information to guests as needed, confirm and modify information required to complete the registration process as per hotel procedures.
- Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction.
- Upsell guest rooms, food & beverage outlets if applicable and seasonal hotel promotions.
- Make restaurant, transportation, and/or entertainment reservations for guests, plus other concierge services as requested and have thorough knowledge of hotel amenities, company, and local area & attractions.
- Communicate with other hotel departments to maintain a high level of guest satisfaction.
- Responds quickly to guest requests in a friendly manner, follow up with guest to ensure satisfaction.
- Maintain an understanding of hotel history, services, facility information, and rates and packages.
- Manages and controls security of hotel room keys and always maintain confidentiality of guests.
- Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
- Display a customer service attitude that goes above and beyond for our guests to help achieve positive guest scores and ratings.
- Process mail, messages, faxes, and packages.
- Manage cash/credit transactions and maintain a personal bank.
- Accepts payment for guest accounts including third party, advance purchase reservations, and during time of registration at check- in/check-out.
- Maintain house bank and make deposits and accurate report of receipts daily.
- Complete tasks on daily checklist and have knowledge of groups and functions in the Hotel daily.
- Maintain cleanliness of work areas throughout the day including lobby area, coffee and or water stations if applicable.
- Accurately complete all shift work and reports. Must balance workflow and complete all paperwork by end of shift
- Develop and maintain positive working relationships with others and support team to reach goals.
- Must be able to stand up to 8 hours at a time, maintaining a positive attitude at all times.
Required Skills/Abilities:
- Must be able to work flexible shifts, weekends, holidays, etc.
- Excellent verbal and written communication skills.
- Knowledge of basic math and analytical skills.
- Ability to work on PMS software.
- Requires good communication skills, both verbal and written.
- Must possess basic computational ability, and basic computer skills required.
- Strong analytical and problem-solving skills.
