Guest Service Agent

Job Title

Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.

Essential Job Functions

• Greeting all guests upon arrival with a warm welcome.
• Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension.
• Reading and using a moderately complex computer console, direct calls to appropriate line.
• Maintain performance standards of front office personnel toward guests.
• Diplomatically handle guest complaints, including situations that arise when hotel is oversold, irate guests, etc.
• Maintain accurate records of accounts at the front desk, making sure all posting is correct according to procedure.
• Keep open communication between front office departments and key departments.
• Assist front desk supervisors as needed.
• Relieve and substitute for employees as necessary.
• Review the logbook daily for information from previous shifts, keep all staff up to date on any updates.
• Provide the Director of the Front Office with reports as needed.
• Ability to work effectively with Front Office Supervisors, bell staff, doormen and valet.
• Maintain a positive relationship with fellow employees.
• Maintain forms, valet tickets, claim tickets, requisitions and communication items.
• Utilize bell carts, luggage racks and master keys.
• Ensure all records for bell/valet gratuities are accurate and turned in on a timely basis to the Director of the Front Office.
• Interpersonal communication skills are necessary for this position.
• Must be able to work a flexible schedule including day/night shifts, weekends and holidays
• Computer knowledge required.

Required Skills and Abilities

• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.
• Must be able to work a flexible schedule including day/night shifts, weekends and holidays

Education/Experience

• High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity.
• Reservation knowledge is helpful.

Language Skills

• Excellent service skills including etiquette and ability to work with the public.
• Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golf knowledge.

Physical Demands

• While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls.
• The employee is frequently required to talk or listen.
• The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.