Guest Service Agent
Twin Tier Hospitality
POSITION SUMMARY
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs. ORGANIZATIONAL SCOPE:
Position is responsible for exceptional customer service in order to generate revenue. ESSENTIAL FUNCTIONS
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs. ORGANIZATIONAL SCOPE:
Position is responsible for exceptional customer service in order to generate revenue. ESSENTIAL FUNCTIONS
- Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
- Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
- Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
- Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
- Cancel room reservations according to procedures. (2%)
- Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
- Show guests to room assisting them with their luggage. (45%)
- Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
- Check luggage for hotel guests both for day and overnight. (15%)
NON-ESSENTIAL FUNCTIONS - Inventory guest room keys according to policy and request re-keying as necessary.
- Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
- Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
- Education: High school education or equivalent experience.
- Experience: Three months to one full year of employment in a related position with this company or other organization(s).
- Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.
No. Of employees supervised: None.
Travel Required: None.
Hours Required: 8 hour shift; scheduled days and times may vary based on need.
Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.
Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
Mobility Describe the type(s) of mobility required to include distances and % of time involved.
Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.
Continuous Standing Describe the reasons to include time period and frequency.
Continuous standing 95% of time.
Climbing Stairs
Up to approx. 120 steps 10% of 8 hour shift.
Hearing: Moderate
Explain: One-on-one communication with guests.
Vision: Moderate
Explain: Read reports, verify reservations, work with computers.
Speech: Moderate
Explain: One-on-one communications with guests.
Literacy: Critical
Explain: Read reports, reservations, analyze, investigate.
Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.
Brass/glass cleaner. No special handling required.
Protective Clothing:
None Required.
Equipment Operation List type of equipment and frequency of use.
Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.
Vacancy posted 2 days ago
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