Guest Service Agent

Title: Guest Service Agent

Direct Report: Guest Service Manager or Assistant General Manager

Responsible for: Excellent Guest Service

Liaises with: Guests, Housekeeping, Maintenance, Management

Primary Objective of Position

To ensure guest satisfaction by providing efficient service and superior guest relations while increasing sales volume and profitability. To embrace the values of the Company Culture and Guiding Principles.

Major Areas of Accountability

1) Meets and exceeds the expectations of the guests by providing outstanding guest service in accordance with the hotel’s policies/procedures, and the brand’s standards.

 Visible at the front desk at all times.

 Participates in the prompt and courteous check in and checkout of guests. Rates and room numbers should not be announced.

 Special attention should be paid to guest requests.

 Use guests’ names when communicating with them.

 Provide gracious and efficient telephone service as it relates to general PBX calls.

 Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.

 Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists the hotels’ guests.

 Responds to guests’ requests promptly, efficiently, and courteously. Communicates effectively
Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.

 Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.

 Demonstrates resolve conflicts and negotiate effectively.

 Teamwork by cooperating, assisting, and communicating effectively with co-workers.

 Properly processes guest mail, messages, packages, and wake up calls.

 Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.

 Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.

 Completes all duties and prints all reports as specified on the shift checklist.

Job Types: Full-time, Part-time

Pay: $12.00 - $13.00 per hour

Schedule:

• Day shift
• Evening shift
• Every weekend
• Monday to Friday
• Night shift

Ability to Commute:

• Erie, PA 16509 (Required)

Ability to Relocate:

• Erie, PA 16509: Relocate before starting work (Required)

Work Location: In person

Salary : $12 - $13