What are the responsibilities and job description for the Guest Service Agent - Evenings position at Graham Hotel Systems?
Description:
The EVEN hotel of Ann Arbor is looking for an Evening Guest Service Agent. We have an opening for a full time to work our PM shift from 3:00pm to 11:00pm. Schedule can be flexible, weekend availability is necessary. The successful candidate will:
- Greet and register guests, providing prompt and courteous service.
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
- Complete registration process by inputting & retrieving information from computer, confirming pertinent information. Promote sales initiatives. Make appropriate selection of rooms based on guest needs. Provide welcome folders containing room keys, certificates, coupons, as appropriate.
- Verify/swipe credit cards for authorization. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment.
- Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate with guests. Retrieve mail/packages.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Field guest complaints, conduct research, develop effective solutions, negotiate results. Listen and extend assistance. Remain calm and alert during emergency situations and heavy hotel activity.
- Perform any other job related duties as assigned.
- Must be 18 years or older
- Must have the ability to communicate in English.
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
- Ability to use a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with customers, with high levels of patience, tact and diplomacy.
- Ability to establish and maintain effective working relationships with associates and customers.
- Ability to stand and move throughout front office and continuously perform essential job functions.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to observe and detect signs of emergency situations.
