Guest Services Agent

Job Description

Job Description

Overview

The hotel business functions seven days a week, 24 hours a day. All Team Members must realize this fact and be aware that at all times it may be necessary to move Team Members from their accustomed shift as business demands change. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Responsibilities

• Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner.
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
• Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
• Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
• Follow all cash handling and banking procedures to check out all guest efficiently.
• Perform guest registration and room assignment and accommodate special requests of all guests.
• Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings). Know how to handle safe deposit boxes.
• Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
• Balance night audit transactions for daily sales journal information.
• Reconciles Front Desk and Outlets cash deposits on a daily basis.

Qualifications

• Able to handle difficult situations
• Able to work under pressure
• Guest-focused personality
• Self-starting individual
• Fully Bilingual is Required (Spanish/English)