Guest Service Agent/Front Desk

Job Title: Guest Service Agent

Division: Front Office

Supervision Exercised: NONE

Supervision Received: Front Office Supervisor and Front Office Manager

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

JOB DUTIES

• Maintain complete knowledge at all times of:

• All hotel features, services, hours of operation.

• All room types, numbers, layout, decor, appointments and location.

• All room rates, special packages and promotions.

• Daily house count and expected arrivals/departures.

• Room availability status for any given day

• Scheduled daily group activities.

• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

• Meet with supervisor to review daily assignments and priorities.

• Meet with departing Front Desk Agent to review business status and follow up items.

• Access all function of computer system according to established procedures and standards.

• Set up work station with necessary supplies; maintain cleanliness throughout shift.

• Answer department telephone within three rings, using correct greeting and telephone etiquette.

• Promote positive guest relations to all individuals approaching the Front Desk.

• Accommodate all requests for information in a congenial manner.

• Process all guest check ins according to established hotel requirements:

• Confirm reservation in system and review all noted information

• For guests without a reservation, sell a room type as agreed upon

• Register guest in computer and generate a registration card

• Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated

• Assign guest room

• Advise guest of any messages, mail, faxes, etc. received for them

• Inform guest of room safe and mini bar key and room key procedures

• Issue parking passes validate valet parking tickets and enter information in computer

• Communicate services and amenities included in packages to guests on packages

• Obtain proper identification for tax exempt guests and attach form to registration card

• Obtain guest signature for designated paperwork

• Obtain Bell Person to escort guest and transport their luggage to the room.

• Maintain guest history files on all guests.

• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

• Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)

• File registration cards and vouchers in bucket by room number.

• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.

• Accommodate room changes expediently.

• Handle guest complaints according to the six step procedures, ensuring guest satisfaction.

• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.

• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.

• Offer detailed information on the voice mail system to callers and guests wishing to leave message.

• Accept and record wakeup call requests; deliver to PBX.

• Issue safe deposit boxes to guests and ensure security of keys.

• Distribute all guest and department mail.

• Monitor, send and distribute guest faxes.

• Document and confirm reservations and cancellations.

• Block rooms in the computer and follow through on designated requirements.

• Pre-register designated guests and prepare key packets.

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

• Generate, print and distribute daily and weekly reports.

• Resolve discrepancies on the room status report with Housekeeping.

• Match the bucket check to in house guest ledger report; report discrepancies to manager.

• Process all check outs according to established hotel requirements.

• Resolve any late charges

• Present folio to guest and resolve any disputed charges

• Settle guest accounts following Accounting procedures

• Retrieve guest room key from guest

• Request guest comments on their stay

• Process express check outs throughout the shift.

• Handle requests for late check outs according to established hotel procedures.

• Conduct group check ins and outs according to established hotel procedures.

• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

• File guest room keys and ensure the safe keeping of keys at the Front Desk.

• Adhere to all cashiering procedures:

• Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges.

• Make change for guests

• Cash guests' personal checks/travelers checks.

• Post charges

• Settle room accounts

• Run closing reports

• Count bank at end of shift

• Complete designated cashier reports

• Balance receipts

• Drop receipts

• Secure bank

• Legibly document pertinent information in the log book

MINIMUM REQUIREMENTS

• High school graduate or equivalent

• Previous experience in customer service.

• Must be able to compute accurate mathematical calculations

• Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.

• Must be able to provide legible communication and directions

• Ability to prioritize, organize and follow up

• Ability to work well under pressure of constant frequent arrivals and departures

• Ability to maintain confidentiality of all guests and hotel information

• Ability to ensure security of guest room access

• Ability to remain stationary at assigned post for extended periods of time

• Ability to work cohesively with other departments and coworkers as part of a team

Please complete an application on HRI Career site and select Lodging Careers: https://www.hriproperties.com/careers/

Job Type: Full-time

Pay: $13.00 - $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• How many year of hotel front desk experience do you have?

Work Location: In person

Salary : $13 - $14