Agent, Guest Service

Overview

The Guest Service Agent will help create a positive guest experience by determining the individual needs of our guests and matching it with relevant Jackson Rancheria products and services. This is done by the top-quality handling of telephone calls, answering questions about the Jackson Rancheria, booking reservations, processing payments, mailing documents and various other daily office duties. The Guest Service Agent represents the Hotel to the guest throughout all stages of the guest's contact with the hotel.

Responsibilities

A.    Front Desk

• Greets, registers, and assigns rooms to Hotel Guests.
• Knows room locations, types of rooms available, and room rates.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Make and confirm reservations.
• Issue room keys and escort instructions to bellhops.
• Keep records of room availability and guests' accounts, manually or using computers.
• Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
• Posts and files all charges to guest, master, and city ledger accounts.
• Compute bills, collect payments, and make change for guests.
• Processes guest check-outs.
• Contacts housekeeping or maintenance staff when guests report problems.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Record guest comments or complaints, referring customers to managers as necessary.
• Uses proper telephone etiquette and uses proper mail, package, and message handling procedures.
• Maintains the cleanliness and neatness of the front desk area. 
• Knows all safety and emergency procedures.  Is aware of accident prevention policies.
• Accommodates special requests whenever possible.

B.     Reservations

• Processes reservations for Hotel rooms, creates and maintains reservation records.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Ensures calls are answered in a prompt and professional fashion.   
• Knows the type of rooms available as well as their location, layout and rates.
• Knows the credit policy of the hotel and how to code each reservation.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence and responds to inquires as needed.
• Makes sure that files are kept up to date.
• Maintains the cleanliness and neatness of the reservation area. 
• Other duties may be assigned.

Qualifications

EDUCATION and/or EXPERIENCE

• Previous hotel experience desired.

Pay range: $18.00 - $23.40 per hour

 

*Shift Differential: Non-Exempt employees will receive a $1.00 per hour shift differential for any hours worked between 10:00pm and 6:00am.

 

This is not a smoke free workplace.  Although we employ state-of-the-art air filtration systems, cigarette smoke is in the work environment