Guest Service Agent

Guest Service Agent

Purpose: To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Reports to: Front Office Manager

Essential Functions:

To be thoroughly acquainted with all check-in procedures and policies.

To be thoroughly acquainted with all check-out procedures and policies.

To be a main liaison between guest and the hotel.

Be familiar with guest scenarios.

Be familiar with all technical equipment as related to the Front Desk.

To be familiar with all hotel facilities.

To be familiar with general organization set-up.

Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily.

To be familiar with the inter-relationship between the different departments

Complete S.E.T. training and follow this philosophy at all times.

Be familiar with basic operations of PBX.

Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.

Know how to make a reservation (group or individual)

Hotel Specific Essential Functions:

To uphold the reputation of the hotel as a professional employee.

Properly use and maintain hotel equipment

Make decisions that meet and exceed the expectations of the hotel.

Familiar with downtown area including attractions, restaurants, businesses.

Knowledgeable with PMS & Voice Mail System.

Tools and Equipment:

Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine

Working Environment:

Interior and on occasion exterior of hotel with exposure to weather conditions. Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/Carrying 25% of shift pulling out cash draw, key draw and safety deposit boxes Bending/Kneeling 25% of shift to retrieve safety deposit boxes and cash draw Mobility 5% of shift to retrieve messages and guest mail Continuous Standing 95% of shift continuous standing attending to customers Climbing No climbing required Driving No driving required Work Environment Inside 100% of work period (approximately 8 hours shift) Hearing/Vision/Speech/Literacy Hearing is moderate (One-on-one communication with guests) Vision is moderate (Read reports, verify reservations, work with computers) Speech is moderate (One-on-one communication with guests) Literacy is critical (Read reports, reservations, analyze, investigate) Chemical/Agents Used No chemicals/agents used Protective Clothing No protective clothing required Equipment Operation Computer system 75% of time, copier 5%, calculator 10%, printer 25%, telephone 25%