Job title:  Guest Service Agent

Reports to:  Front Office Manager

Job purpose

To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.

Responsibilities

• Report to work on time and in proper uniform adhering at all times to company grooming standards.

• Maintain complete knowledge of correct maintenance and use of equipment.

• Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of business volume.

• Maintain positive guest relations at all times.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of front desk work area.

• Demonstrate complete knowledge at all times of:

A.  Hotel features/services and hours of operation.

B.  Room types, numbers, layout, décor and locations.

C.  Room rates, special packages and promotions.

D.  Daily house count and expected arrivals/departures.

E.  Room availability for any given day.

F.  Scheduled in-house group activities, locations and times.

G.  Hotel and departmental policies and procedures.

• Answer incoming calls within 3 rings using correct greeting and telephone etiquette.

• Review par levels for supplies during shift and replenish as needed.

• Make guest reservations when applicable.

• Consistently update front desk communication/guest service log.

• Enter all maintenance requests into Hotel Service Pro as requested.

• Maintain a professional voice and demeanor when communicating over the hotel radio.

• Assist front office management team with reviewing the following reports:

A.  Credit limit

B.  Reservations made yesterday

C.  Rate check / Rate variance

D.  Housekeeping status reports

• Run “emergency reports” as per the company requirements.

• Must be proficient with all “emergency” procedures.

• Perform necessary functions for setting up the next shift.

• Perform accurate and efficient bucket checks.

• Assist the sales department with group key packets, welcome letters, etc.

• Ensure that wake up calls are set up accurately and in a timely manner.

• Assist guests with reports of lost/stolen articles, following hotel policy.

• Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency’s. 

• Conduct guest “welcome” call according to brand standards.

• Ensure security of guest room access.

• Enter sales rooming lists if requested.

• Assist front office management team in researching disputed charges as requested.

• Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.

• Maintain current list of available locations for walk situations.

• Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.

• Review the arrivals report for accuracy.  Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.

• Ensure that all VIPs are pre-registered according to standards.

• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.

• Enter all guest maintenance issues into Hotel Service Pro.  Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.

• Print special requests report and block rooms according to specifications.

• Balance room types throughout day.

• Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limit.

• Review resumes for arriving groups, prep for check-in/preregistration.

• Coordinate delivery time of amenities with food and beverage to ensure timely delivery.

• Review requests for late check-outs and obtain proper approval from management.  Communicate information to housekeeping department.

• Check for any special shuttle service requests.

• Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.

• Ensure that all shift checklists are completed.

• Communicate all pertinent information to the next shift, especially as it pertains to “follow up” items.

• Maintain confidentiality of guest information and hotel data.

Guest Relations

• Is proactive and demonstrates a sense of urgency when dealing with guest concerns.

• Is readily available and approachable to all guests.

• Interact with guests on a frequent basis to obtain feedback about their experience.

• Anticipate the needs of large groups or high profile guests in order to deliver flawless service.

• Be visible at the front desk during shift.  Never leave the front desk unattended.

Team Interaction

• Encourage and build mutual respect and cooperation among team members.

• Communicate effectively with all property team members.

• Respond in a timely manner to all members of the Management Team.

• Be professional and courteous towards team members at all times.

Company/Brand Policies & Procedures

• Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.

• Adhere to safety policies and procedures to ensure a safe working environment for all team members.

Qualifications

• High School diploma or equivalent.

• Must have at least 1 year guest service experience in similar size property.

• Ability to perform job functions with attention to detail, speed and accuracy.

• Ability to prioritize and organize.

• Clear thinker, remaining calm and resolving issues using good, sound judgement.

• Ability to follow directions thoroughly.

• Ability to stand for long periods of time.

• Able to professionally handle guest complaints.

• Able to work effectively and efficiently with all departments.

• Willing to work flexible hours to include weekends, holidays and late nights.

• Maintain a professional appearance at all times.

• Able to multitask and work in a fast paced environment.

• MUST have a passion for providing “excellent” customer service experience.

*And any other job function deemed appropriate by management*