Guest Services Agent

Description

JOB SUMMARY:  

The Guest Service Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. 

JOB RESPONSIBILITIES: 

• Welcome arriving guests and complete established check-in procedures daily to ensure that guests are fully satisfied 
• Facilitate guest departures daily by following established procedures to close guest accounts and determine future room availability 
• Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures to present the guest with accurate hotel charges upon check-out. 
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift. 
• Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing hotel’s reservation guideline.  
• Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests 
• Maintain good guest relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the phone. 
• Operate the PBX equipment by accepting incoming calls and assisting out-going calls, setting wake-up calls and communicating to guests to ensure timely and efficient service. 
• Control cash and credit transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policy. 
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift. 
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests to ensure the information is received by guests in a timely manner. 
• Contribute to and maintain established information and communication sources such as department and front desk log books to enhance department communications and operations. 
• Aid other team members and departments to contribute to the best overall performance of the department and hotel. 

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required 

• Cheerful and courteous demeanor always, while providing personalized service to hotel guests 
• Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors.  
• Familiar with hotel systems and operations, and can enter in information accurately 
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism. 
• Works well under pressure, dealing with many arrivals and departures within a short period of time. 
• Outside --of-the-box thinker who takes initiative to creatively solve problems. 

QUALIFICATION: 

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californian’s business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.