Guest Service Agent Part Time

Description

"Ambience Hospitality is a hotel and property management company. Our clients and owners hire our professional services to operate hotels and other properties on their behalf. As an associate of the property you are an employee under the management of Ambience Hospitality. The following job description covers the basic

elements of the job listed, according to the expectations and requirements of Ambience Hospitality. This job description is not intended to be an exhaustive or all-inclusive list of expectations. Please see your General Manager for specific duties and expectations relevant to the property.

    
        
            
            Job Title:

            Other Names:

            Full/Part Time:

            Department:

            Classification:
            
            
            Guest Service Agent

            Front Desk Clerk 

            Can be Either

            Service Desk

            Non-exempt 
            
            
             

             
            
            
            Environment:

            Reports to:

                             
            
            
            In-doors, standing, some lifting  less than 40 pounds

            Front Office Manager, Hotel 

            Supervisor, Assistant General 

            Manager, General Manager
            
        
    

Education: High School Diploma, or equivalent

General Overview 

Hotel Guest Service Agent (or Representative) greets and welcomes guests to the hotel and makes them feel comfortable in their environment. The Guest Service Agent (GSA) must maintain a friendly and helpful attitude to guests, customers, clients and visitors. The GSA must professionally provide services to accommodate guests by registering and assigning rooms to guests, issuing room keycards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. 

Tasks

    Greet, register, and assign rooms to guests
    Contact housekeeping or maintenance when guests report problems
    Issue room keys
    Make and confirm reservations
    Verify customers’ credit, and establish how the customer will pay for accommodations
    Keep records of room availability and guests’ accounts, manually or using computer
    Post charges, such as those for rooms, food, telephone calls, accurately to ledgers manually or by using computer
    Review accounts and charges with guests to ensure accuracy during the checkout process
    Record guest comments or complaints, referring customers to managers as necessary
    Compute bills, collect payments, and make change for guests
    Transmit and receive messages, using telephone or switchboard
    Answer inquiries pertaining to hotel services, guest registration, and travel directions
    Advise housekeeping when rooms have been vacated and are ready for cleaning
    Perform bookkeeping activities such as balancing accounts and conducting nightly audits
    Clean and maintain lobby and common areas, such as restocking supplies and emptying trash receptacles
    Prepare for basic food service, such as setting up breakfast, or coffee and tea supplies
    Sort and rack incoming mail and messages
    Deposit guests’ valuables in hotel safes or safety-deposit boxes

Technology Skills

    Data base user interface software
    Electronic mail software
    Facilities management software (Property Management System)
    Office suite software – word processing, spreadsheet, presentation

Tools Used

    Automated attendant systems
    Automatic call distributor
    Music or message on hold player
    Personal computers (PC)
    Premise branch exchange (PBX) systems
    Vacuum cleaners
    Voicemail systems
    Calculator or adding machines

Knowledge

    Customer Service and Personal Service
    English Language
    Public Safety and Security
    Clerical
    Computers and Electronics
    Administration and Management
    Mathematics
    Sales and Marketing
    Economics and Accounting
    Telecommunications
    Personnel and Human Resources
    Education and Training
    Communications and Media
    Law and Government
    Transportation
    Chemistry
    Food Production
    Geography
    Philosophy and Theology

Skills

    Social Perceptiveness
    Speaking
    Service Orientation
    Active Listening
    Coordination
    Complex Problem Solving
    Judgement and Decision Making
    Management of Personnel Resources
    Monitoring
    Reading Comprehension
    Time Management
    Critical thinking
    Instructing
    Negotiating and Persuasion
    Writing
    Active Learning and Learning Strategies
    Mathematics
    Quality Control Analysis
    Management of Material Resources
    Troubleshooting
    Operation and Control
    Equipment selection and Maintenance

Abilities

    Oral Comprehension and Expression
    Speech Clarity and Recognition
    Near Vision and Far Vision
    Problem Sensitivity
    Category Flexibility
    Deductive and Inductive Reasoning
    Written Comprehension and Expression
    Fluency of Ideas
    Originality
    Selective and Auditory Attention
    Number Facility
    Finger Dexterity
    Memorization
    Perceptual Speed
    Speed of Closure
    Spatial Orientation
    Wrist-Finger Speed
    Peripheral Vision

Work Activities

    Interacting with computers and other electronic devices
    Getting information
    Working directly with the public
    Establishing and maintaining interpersonal relationships
    Making decision and problem solving
    Communicating with supervisors and peers
    Resolving conflicts and negotiating with others
    Processing information
    Updating and using relevant knowledge
    Documenting or recording information
    Performing administrative activities
    Organizing, planning, and prioritizing work
    Communicating with persons outside organization
    Coordinating the work and activities of others
    Selling or influencing others
    Assisting and caring for others
    Training and teaching others
    Monitor processes and surroundings
    valuating information to determine compliance with standards

Qualifications