Guest Service Agent

Job Description

Job Description

Job Title: Front Desk Agent

Department: Front Office

Reports To: Assistant General Manager

Summary: Accommodate hotel guests by registering and assigning rooms to guests, issuing room keys or cards, transmitting, and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Duties and Responsibilities include the following, other duties may be assigned.

1. Greet, register, and assign rooms to guests of hotel

2. Verify customers' credit and establish how the customer will pay for the accommodation.

3. Keep records of room availability and guests' accounts, manually or using computers.

4. Compute bills, collect payments, and make change for guests.

5. Review accounts and charges with guests during the checkout process.

6. Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.

7. Contact housekeeping or maintenance staff when guests report problems.

8. Make and confirm reservations using Signature Magic Formula.

9. Record guest comments or complaints, referring customers to managers as necessary.

10. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.

11. Clean and maintain lobby and common areas, such as restocking supplies and watering plants.

12. Prepare coffee and tea supplies.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of payroll and human resource systems, word processing, spreadsheet, accounting, internet, and point of sale software/credit card processing.

Education/Experience:

High School Diploma and two to four years guest service experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, and Other Abilities:

• Communication skills
• Professionalism 
• Customer service skills

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.