Guest Service Agent (Hotel)

Job Description

Job Description

SUMMARY : 

Assist the Front Office Staff of the Hotel to ensure high guest satisfaction in all areas of the Front-of-House Operations. 

ESSENTIAL DUTIES AND RESPONSIBILITIE include but are not limited to the following: 

• Check guests in and out of the hotel.
• Receives payment for guest rooms.
• Input reservations received by phone and e-mail.
• Maintains compliance to all front office standard operation procedures, monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP requests, meets all service standards within department. 
• Meet proper standards of dress and decorum. Always maintains the highest degree of guest service and professional conduct. Utilizes guest service skills to ensure that all guest needs are met promptly and to the guest's complete satisfaction.
• Ensure a maximum level of service and satisfaction, throughout the hotel, is achieved and maintained.
• Facilitate the flow of information by keeping communication lines open with all other departments in the hotel, such as engineering and housekeeping.
• Accountable for the accuracy of Hotel Front Office records and reports.
• Review room availability status and special requests daily. 
• Handle guest complaints and resolve the complaints in a timely manner to ensure high levels of satisfaction.
• Answers to inquiries pertaining to Hotel and Casino services.
• Keep all areas clean & sanitized as directed.
• Responsible for maintaining a consistent, regular attendance record.
• Must be able to work the following shifts, days, evenings, weekends, and holidays.
• Other duties as assigned by Guest Service Supervisor, AOM of Hotel or EOM of Hotel. 

EDUCATION / EXPERIENCE

• Must be at least 21 years of age or older.
• Strong personal credibility with demonstrated ability to build relationships with clients. 
• Previous Front Desk experience preferred but not required. 
• Knowledge of Visual 1 PMS is a plus but not required.

PHYSICAL DEMANDS / WORK ENVIRONMENT : 

The physical demands and work environment described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The Employee may be required to lift and/or move up to 50 pounds. 

The noise level in the work environment is usually moderate.

• Face-to-face / in person: High level of interaction with other employees, High level with guests. Minimal with vendor. 
• Telephone interaction: High to moderate level of interaction with employees. High level with guests. Minimal with vendor.