04/05/2021
Guest Services Agent
Immediate Supervisor: Front Office Manager
Position Summary
Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.
FRONT DESK AGENT DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned
β’ Welcome guests in a friendly, prompt and professional manner.
β’ Register guests, issue room keys, provide information on hotel services and room location.
β’ Answer phones in a prompt and courteous manner.
β’ Up-sell rooms where possible to maximize hotel revenue.
β’ Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
β’ Issue, control and release guest safe-deposit boxes.
β’ Communicate any outstanding guest requests or issues to management that may require
β’ additional monitoring or follow-up.
β’ Respond appropriately to guest complaints. Make appropriate service recovery gestures to ensure total guest satisfaction.
β’ May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
β’ Promote team work and quality service through daily communications and coordination with other departments.
β’ Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
Qualifications and Requirements
High School diploma and/or equivalent, plus one-year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
β’ Communication skills are utilized a significant amount of time when interacting with guests and employees.
β’ Reading and writing abilities are utilized often.
β’ Basic math skills are used frequently.
β’ Problem solving, reasoning, motivating and training abilities are often used.
β’ May be required to work nights, weekends, and/or holidays.
EDUCATION and/or EXPERIENCE:
β’ High School diploma or equivalent, plus one-year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.
COMPUTER SKILLS
β’ Basic knowledge of computers and software including ability to use e-mail, word processing, and spreadsheet software.
β’ Considerable knowledge of computer accounting programs. Budgetary analysis capabilities required.
β’ Ability to access and accurately input information using a moderately complex computer system.
INTERPERSONAL SKILLS
β’ Customer service orientation, interpersonal skills, team work, diversity relations
PERSONAL ATTRIBUTES
β’ Integrity, dependability, positive demeanor, presentation, adaptability/flexibility, stress tolerance, initiative
PHYSICAL DEMANDS:
β’ 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.
β’ While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl.
β’ The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Job Type: Full-time
Experience:
β’ Front Desk: 1 year (Preferred)
β’ customer service: 1 year (Preferred)
Benefits offered:
β’ Employee discounts
β’ Health insurance