Guest Service Agent

Purpose: To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Reports to: Front Office Manager

Essential Functions:
• To be thoroughly acquainted with all check-in procedures and policies.
• To be thoroughly acquainted with all check-out procedures and policies.
• To be a main liaison between guest and the hotel.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all hotel facilities.
• To be familiar with general organization set-up.
• Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.
• To be familiar with the inter-relationship between the different departments
• Complete S.E.T. training and follow this philosophy at all times.
• Be familiar with basic operations of PBX.
• Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
• Know how to make a reservation (group or individual) Hotel Specific Essential Functions:
• To uphold the reputation of the hotel as a professional employee.
• Properly use and maintain hotel equipment
• Make decisions that meet and exceed the expectations of the hotel.
• Familiar with downtown area including attractions, restaurants, businesses.
• Knowledgeable with PMS & Voice Mail System.

Tools and Equipment:
• Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine

Working Environment:
• Interior and on occasion exterior of hotel with exposure to weather conditions. Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/ Carrying • 25% of shift pulling out cash draw, key draw and safety deposit boxes Bending/Kneeling • 25% of shift to retrieve safety deposit boxes and cash draw Mobility • 5% of shift to retrieve messages and guest mail Continuous Standing • 95% of shift continuous standing attending to customers Climbing • No climbing required Driving • No driving required Work Environment • Inside 100% of work period (approximately 8 hours shift) Hearing/Vision/Speech/Literacy • Hearing is moderate (One-on-one communication with guests) • Vision is moderate (Read reports, verify reservations, work with computers) • Speech is moderate (One-on-one communication with guests) • Literacy is critical (Read reports, reservations, analyze, investigate) Chemical/Agents Used • No chemicals/agents used Protective Clothing • No protective clothing required Equipment Operation • Computer system 75% of time, copier 5%, calculator 10%, printer 25%, telephone 25%