Guest Services Agent

Job Title:                   Guest Service Agent

Department:              Front Office

Reports To:               Front Office Manager, Assistant General Manager

Scope of Position:

Operate the functional areas of guest registration, bell services, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

• The major responsibility is to operate the functional areas of guest services, i.e., resolving guest complaints to the satisfaction of the guest; responding promptly to any guest request for service, using the hotel’s computer system for reservations, scheduling, or other guest related services, and answering the hotel telephones courteously and efficiently.

• Maintains a “can do” and a “guests first” attitude at all times.

• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations

• Attends scheduled training sessions within the hotel as dictated by the brand and the hotel management.

• Ensures adherence to procedures for guest and associate security and emergency procedures as established.

• Abides by established procedures for hotel accounting, credit control, handling of financial transactions, and security of monies.

Requirements:

• Previous hotel Guest Service experience strongly encouraged.

• Must be willing to work a variety of AM/PM/overnight, weekend and holiday shifts

• Requires strong command of the English
       language to include speaking, reading and writing. Bilingual a plus.

• Requires strong organizational skills.

• Must be able to multi-task and work independently.

• Able be able to be on your feet/stand for long periods of time.

• Excellent people skills, listening skills, and an energetic personality.

• Meet/exceed customer and team expectations; a true
       desire to satisfy the needs of others in a fast paced environment

• Must possess basic computer skills, i.e.,
       Microsoft Word and Excel, Internet Explorer, etc.

• Cash handling experience strongly desired.

• Able to lift, pull, or carry items weighing approximately 50 pounds

Qualificiations:

Education/Experience:            High School Diploma or Equivalent

Skills:  Interpersonal
skills, Computer aptitude, Communication, Organizational, and Customer service
orientation