Guest Service Agent

Job Description

Job Description

Pay Range: ($28.67 -  $35.84/ Hourly Compensation)

To greet, register and service guests with sincere hospitality and effective communication skills.  Offers welcome and escort guests to their rooms.  Maintains a thorough knowledge of hotel credit policies and procedures; maintains a cash bank; records and accounts for guests payments; prepares a variety of reports; responsible for nightly checking and balancing of guest’s account.

• Completes the registration process quickly and accurately by imputing and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Kahala Hotel & Resort marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Provides welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Offers welcome drink and information pertaining to available services, facilities, and amenities of the hotel during the escort of each guest to the room. Advise guests of emergency exits.

• Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.

• Greets customers immediately with a friendly and sincere welcome. Offers services and up sells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to understand requests or problems, responds with appropriate action, solutions and follows through. Provides accurate information such as outlets hours and local attractions.

• Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances as assigned house bank. Accepts and records vouchers, travelers checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.

• Balances and sells stamps. Responsible for the nightly checking and balancing of guests? accounts and preparation of various audit reports.

• Promptly answers the telephone using positive and clear English communication. Input messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers upon request.

• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger or stress.

• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens an extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion while displaying sincere concern.