What are the responsibilities and job description for the Guest Service Agent position at RMS Construction LLC?
ROLE RESPONSIBILITIES:
- Responsible for the prompt, efficient, and courteous check in and check out of guests.
- Ensure efficient communication with team members, vendors, and guests.
- Maintain a welcoming attitude and respond to all service questions and requests.
- Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
- Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
- Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
- Ensuring your uniform, personal appearance, and communications are professional.
- Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
- Creates reservations and processes special requests.
- Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
- Works as a team player in meeting guests' needs.
- Provides gracious and efficient telephone services.
- Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
- Meeting Space Checklist
- Rooftop Checklist (When in season)
- EOS
- Siena Restaurant Log (If the email gets sent within their shift)
- Guest complaint log (If any)
- Prepares for daily arrivals and creates room keys for incoming guests.
- Accepts and provides wake up calls for guests.
- Collaborates effectively with other service departments to effectively manage guest services.
- Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
- Processes customer credit at check-in/out in accordance with hotel policy
- Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
- Determine a guest's reservation status and identify how long the guest will stay.
- Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible.
- Verify the guest's method of payment and follows established credit-checking procedures.
- Follow all cash handling and credit card authorization policies.
- Be aware of all rates, packages, and special promotions.
- Be familiar with BEO/GEO reports and all in-house groups and meetings.
- Make sure the meeting room is set up and broken down accordingly.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Have knowledge of emergency procedures and aid as needed.
- Always use proper two-way radio etiquette when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to complete a front desk reports and housekeeping reports such as, but not limited to:
- Unbalanced Folios - Daily
- Exceeded Credit Limit - Daily
- Siena Restaurant Room Charge Log – Daily
- Guest Complaint Log – When needed.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes and requests.
- Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.
- Ability to work 7am – 3pm and 3pm – 11pm shifts, weekends are required
Salary : $15 - $19
