Guest Service Agent

Summary: The main purpose of the Hotel Front Desk Agent is to oversee the appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Experience:

· High school diploma or equivalent required.

· Previous hotel Front Desk experience required

· Computer experience required

JOB ESSENTIALS

· Must be available to fill in where necessary and have open availability most days.

· Must be willing to learn ALL front desk shift duties, in case of emergency.

· Assist guests with arrival and departure from hotel, while providing positive guests experiences.

· Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines

· Collaborate with other hotel departments to provide an exceptional experience to each guest.

· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)

· Provide information about the hotel and local area and offering our full range of upscale hotel amenities and services.

· Maintain confidentiality of all guests and hotel information

· Exhibit attention to detail in order to ensure security of guest room access.

· Document all guest requests, complaints or problems immediately and notify designated department/personnel.

· Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner

· Resolve guest issues and completing special requests. In the event of dissatisfaction, negotiate compromise in accordance to the established guidelines.

· Generate, print and distribute daily and weekly reports

· Resolve discrepancies on the room status report with Housekeeping

· Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

· Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

· Perform any other job related duties as assigned.

Other

· Ability to access and accurately input information using a moderately complex computer system

· Able to handle cash and credit transactions.

· General knowledge of local area attractions and transportation.

· Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.

· Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

· Ability to observe and detect signs of emergency situations.

· Ability to establish and maintain effective working relationships with Associates and guests.

· Command of the English language both written and verbal.

· Ability to multi-task, and prioritizes with excellent follow up skills and customer service.

· Regular attendance in conformance with the standards is essential to the successful performance of this position.

· Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including weekdays, evenings, weekends and holidays.

· Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Physical Demands

· Some lifting may be required. This position may require 85% or more of time on their feet.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Benefits:

• Dental insurance
• Vison insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid Vacation
• Paid Holidays
• Paid Sick

Schedule:

• Day shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel: 1 year Hotel experience (preferred)
• Work Location: One location