Guest Services Representative

Job Description

Job Description

POSITION SUMMARY:

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.

DUTIES AND RESPONSIBILITIES:

• Follows all established front desk procedures in carrying out assigned duties.

• Provides high level service while registering guests in a prompt, efficient and courteous manner.

• Handle guest accounts properly including posting of charges, and collection of payment. Maintain strict guest security in controlling keys, issuing keys, and divulging guest information.

• Knowledgeable of property information (hours of operations, activities, etc.) and provide accurate information of surrounding area.

• Responsible to receive a guest’s request or complaint; own it and follow up to verify the request or problem has been resolved to the guest’s satisfaction; involve the supervisor as necessary.

• Work closely with the housekeeping department to keep status of rooms current and up to date.

• Work with Bell staff to assist guests with requests as needed.

• Maintain bank with accuracy and security, close out at end of shift bank, balance and deposit.

• Ability to shift priorities and duties as directed by supervisor.

• Other duties as assigned.

QUALIFICATIONS:

• A commitment to providing outstanding customer service

• Basic knowledge of office equipment required to perform the job

• Ability to establish and maintain effective working relationships with co-workers and leaders

• Strong problem-solving skills

• Capable of seeing a task through to completion

• Strong organizational skills

• Must possess basic computer skills.

• Available to work a flexible schedule including evenings, weekends, and holidays.

• Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus.

EDUCATION:

High School diploma, general education degree or international equivalent required.

EXPERIENCE:

• Minimum of (2) two years of Customer Service experience, preferably in a resort/hotel Front Office environment preferred.

• Opera PMS experience preferred.

PHYSICAL ABILITY:

• Ability to be on your feet and alert for extended periods of time

• Ability to lift up to 25 lbs. as needed

• Continuous use of hands and arms

• Continuous bending, reaching, and twisting

• Maintains strong personal image and uniform standards