Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!
Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.
General Accountability:
- Provide the highest quality of service to the customer at all times
- Promptly and effectively handle guest complaints and requests
- Check guests in and out efficiently and in a friendly manner
- Post guest charges and compute guest bills collect payment and make change for hotel guests
- Follow all cash handling procedures as required
- Handle guest mail and messages per established procedures
- Develop a thorough knowledge of room locations room rates amenities and selling strategies
- Take reservations on property
- Block rooms and handle special requests
- Monitor room availability
- Handle safe deposit boxes used by guests per established procedures
- Keep lobby and desk area clean and presentable
- Have a thorough knowledge of emergency and security procedures
- Offer and properly handle requests for wake-up calls
- Ensure all rooms are check in property and a valid and working form of payment is collected
- Communicate with incoming staff and management by logging pertinent information in the pass on log
- Keep maintenance informed of all maintenance needs
- Must wear proper uniform at all times in accordance with Standards
- Participate in any sales lead generator (will vary by property)
Specific Essential Tasks/Duties:
- Must be able to complete all required training in timely manner as required by the brand
- Participate in daily and weekly team meetings
- Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
- Process guest arrivals and departures including all necessary payments.
- Handle & coordinate room assignments and pre-arrivals.
- Handle guests concerns.
- Offer referral for services and handle requests for information.
- Handle and store guest luggage.
- Assist with the check-in and check-out of groups and tours
- Answer switchboard with standards of proper telephone etiquette
- Communicate with housekeeping on any issues guest request early arrivals late departures
- Perform all duties as indicated in the shift checklist report
- Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture.
- Must be able to work varying shifts and time schedules as needed (days nights weekends and holidays).
Behaviors
Preferred
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Team Player: Works well as a member of a group
- Enthusiastic: Shows intense and eager enjoyment and interest
Motivations
Preferred
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Goal Completion: Inspired to perform well by the completion of tasks
- Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Self-Starter: Inspired to perform without outside help
General Notes
- This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
- Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
- If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
- The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.