Guest Service Agent Job Description Template
Our company is looking for a Guest Service Agent to join our team.
Responsibilities:
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner;
- Obtain or confirm guest information, assign rooms, activate and distribute keys, etc;
- Resolve customer complaints and problems calmly and effectively;
- Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment;
- Check all unresolved departures;
- Report all safety concerns to management;
- Use suggestive selling techniques;
- May perform similar duties as requested by supervisor Requirements;
- Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages;
- Welcome guests and respond to requests in a prompt and professional manner;
- Complete welcome calls;
- Ensure efficient completion of daily assignments in a timely manner;
- Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day;
- Ensure compliance with energy conservation and job safety requirements;
- Must be able to work flexible schedule, including weekends and various shifts.
Requirements:
- Previous hotel experience a plus, but not required;
- Previous experience in customer service and/or hospitality industry preferred;
- Excellent customer service skills;
- Professional phone demeanor;
- Organized and detail oriented;
- Must have time management skills;
- Adheres to resort policies regarding the use of cash banks;
- Report potential sales contacts to the sales department;
- Ability to work in stressful situations;
- Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers;
- Eager and focused to exceed guest expectations;
- Adaptable to change and be able to handle multiple priorities under pressure;
- Excellent customer service, communication and computer skills are required;
- Experience in all aspects of customer service and people management;
- Ability to sit continuously for the duration of your shift (4-8 hours).