Guest Service Agent

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Demonstrates and promotes a strong commitment to providing the best possible experience for our guests and employees.
• Sells the value of Castleberry Inn & Suites to all inquiries (via telephone and in person) and strives to convert them into reservations and occupied rooms.
• Responsible for conducting courtesy calls within 20 minutes after guest check-in.
• Probes to uncover as much information from guests as possible to assist in the gathering of potential sales leads, as well as understanding/defining market segmentation and company information.
• Processes guest reservations, registrations, payments, and departures.
• Handles collection efforts of all in house balances and notifies management of potential liabilities.
• Balances all cash, check, credit card and city ledger accounts through verification. Shift reports and performs audit functions if assigned.
• Responsible for thorough understanding and effective performance of property management system.
• Maintain and organize work area and clean model, lobby and Front Desk area daily.
• Respond to all guest requests and follow through to assure satisfactory outcome and compliance.
• Offers Guest assistance when needed whenever possible.
• Complies with all safety and security policies in accordance with Castleberry Inn & Suites standards.
• Involves cross training into the housekeeping and laundry areas so that assistance can be given as needed.
• Responsible for performing competitive checks nightly to other hotels in area.
• Educates competitors on using Castleberry Inn & Suites as an option for overflow guests. Provide excellent customer service to arriving and departing guests/owners.
• Check in and check out, make reservations and confirmations.
• Efficiently maintain daily organization of the front desk operation.
• Answer multiple phone lines.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules instructions, and procedure manuals. Good written and oral communication skills.

MATHEMATICAL SKILLS

Ability to add, subtracts, and multiplies.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written and oral. Ability to deal with and solve problems involving several concrete variables in standardized situations.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee must regularly lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger. Specific vision abilities required by to adjust focus.

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.