Guest Services Agent

Kessler Hospitality offers a portfolio of artistically inspired boutique hotels known for unique design, luxurious accommodations, and intuitive service. Location The AAA Four Diamond JW Marriott Savannah Plant Riverside District is located in the heart of historic Savannah on the riverfront. Overview The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check‑in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Responsibilities Greet and welcome all guests approaching the Front Desk in accordance with hotel standards. Maintain operation of the PBX console and ensure all hotel standards are met. Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner. Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms. Review Front Office log and Trace File daily. Answer inquiries from guests regarding restaurants, transportation, entertainment, etc. Follow all cash handling and credit policies. Be aware of all rates, packages, and special promotions as listed in the Red Book. Be familiar with all in‑house groups. Be aware of closed out and restricted dates. Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario. Be familiar with hospitality terminology. Have knowledge of emergency procedures and assist as needed. Handle check‑ins and check‑outs in a friendly, efficient and courteous manner. Use proper two‑way radio etiquette at all times when communicating with other employees. Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. Perform all tasks and duties on the shift checklist in a timely and efficient manner. Complete a bucket check, room rate verification report, and housekeeping report. Balance and prepare individual paperwork for closing of shift according to hotel standards. Maintain and market promotions and guest programs. Maintain a clean work area. Assist guests with safe deposit boxes. Qualifications College coursework in a related field is helpful. Experience in a hotel or a related field is preferred. High school diploma or equivalent required. Computer experience required. Customer service experience preferred. Flexible and willing to work long hours when necessary. Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects. Ability to stand during the entire shift. Maintain a warm and friendly demeanor at all times. Effective verbal and written communication skills with all levels of employees and guests. Excellent listening, understanding, and clarification skills. Ability to multitask and prioritize departmental functions to meet deadlines. Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner. Attend all hotel‑required meetings and trainings. Maintain regular attendance in compliance with hotel scheduling. Maintain high standards of personal appearance and grooming, including proper uniform and nametag. Comply with hotel standards and regulations to encourage safe and efficient operations. Maximize efforts towards productivity and identify problem areas to implement solutions. Handle problems by anticipating, preventing, identifying, and solving as necessary. Understand and apply complex information from various sources to meet objectives. Participate in cross‑training in other hotel related areas. Maintain confidentiality of information. Show initiative, anticipating guest or operational needs. Perform other duties as requested by management. #J-18808-Ljbffr