Job description

Title: Guest Service Agent

Direct Report: Guest Service Manager or Assistant General Manager

Responsible for: Excellent Guest Service

Liaises with: Guests, Housekeeping, Maintenance, Management

Primary Objective of Position

To ensure guest satisfaction by providing efficient service and superior guest relations while increasing sales volume and profitability. To embrace the values of the Company Culture and Guiding Principles.

Major Areas of Accountability

1) Meets and exceeds the expectations of the guests by providing outstanding guest service in accordance with the hotel’s policies/procedures, and the brand’s standards.

• Visible at the front desk at all times.
• Participates in the prompt and courteous check in and checkout of guests. Rates and room numbers should not be announced.
• Special attention should be paid to guest requests.
• Use guests’ names when communicating with them.
• Provide gracious and efficient telephone service as it relates to general PBX calls.
• Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists the hotels’ guests.
• Responds to guests’ requests promptly, efficiently, and courteously. Communicates effectively

Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.

• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Demonstrates resolve conflicts and negotiate effectively.
• Teamwork by cooperating, assisting, and communicating effectively with co-workers.
• Properly processes guest mail, messages, packages, and wake up calls.
• Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.
• Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
• Completes all duties and prints all reports as specified on the shift checklist.

2) Increase sales volume and profitability.

• Maximize revenue per available room using knowledge of rates, selling restrictions and strategies.
• Maximize room occupancy utilizing agreed upon overbooking policy, out of order rooms and upgrades.
• Maximize sales productivity by using proper sales techniques.
• Promote food and beverage outlets within hotel.
• Maintaining and stocking Pantry/Suite Shop.
• Ensures all guests establish credit upon check in.
• Monitors guest accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Ensure all charges are correctly entered on the guest’s bill, credit card control procedures are strictly adhered to, and accounts are balanced daily.
• Accurately closes shift by getting appropriate approval signatures and authorization codes.

3) Ensures the property consistently maintains a clean, hospitable and professional environment.

• Adheres to Hotel’s standards of operations.
• Ensuring compliance with licensing laws, health and safety and other statutory regulations.
• Maintains clean, safe and secure environment for guests and associates.
• Acts as security when needed to ensure guest and associate safety.
• Maintain a clean, pleasant, and professional image to the guest.
• Follows hotel’s grooming and dress standards and wear the proper uniform at all times.

4) General Job Performance Requirements

• Associate is expected to work in other areas of the hotel when needed to assist operations and to perform job duties not necessarily contained in this job.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
• Requests assistance as needed.
• Working knowledge of Microsoft Excel and Word.
• Advanced working knowledge of property management software systems.
• Working knowledge of switchboard and telephone etiquette.
• Excellent communication, organizational and guest service skills required.
• At all times projects a favorable image of the Hotel to the public.

5.) General Physical Requirements. The following are the customary physical efforts required to perform the essential functions of this job with or without accommodation.

• Move, transport, put, install, remove, replace, position, place, and transfer.
• Move about or to, position self.
• Operate, adjust attach, position, set up, handle, tend to activate, apply, measure, use, modify, input, compile, retrieve, make, create, collect, inspect, prepare, service.
• Stand for extended periods of time.
• Communicate, converse, discern, convey, discuss.
• Determine, identify, recognize, perceive, estimate, judgment, compare, observe, assess.
• Ability to bend, lift, kneel, and be in motion for the full day.
• Must be able to move continuously during work hours and able to lift and/or carry 50 pounds.

Education and/or Experience

One to three months related experience and/or training. High school diploma; or equivalent combination of education and experience.

Competencies

• Be at work consistently and on time; Arrive at meetings on time.
• Able to read and interpret written information.
• Able to work alone or with others.
• Able to deal with frequent change, delays, or unexpected events.
• Follow instructions, respond to management direction; Take responsibility for own actions; Complete tasks correctly and on time or notify appropriate person with an alternate plan.
• Follow policies and procedures; Use time efficiently. Conserve organizational resources; Generate suggestions for improving work. Demonstrate accuracy, thoroughness and attention to detail.
• Observe safety and security procedures; Report potentially unsafe conditions; Use equipment and materials properly.
• Manage difficult or emotional customer situations; Respond promptly to customer needs and requests for service and assistance.
• Identify and resolve problems in a timely manner; Develop alternative solutions; Use reason even when dealing with emotional topics.
• Display willingness to make decisions; Understand business implications of decisions; Include appropriate people in decision-making process.
• Contribute to building a positive team spirit; ask for and offer help when needed.
• Treat people with respect; Approach others in a tactful manner; Follow through on commitments; Work with integrity and ethics; Uphold organizational values.

Maintain confidentiality; Listen to others without interrupting; Keep emotions under control. React well under pressure.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

The above is not to be considered a day-to-day description of all duties to be performed. Any task assigned, requested, or deemed necessary by your supervisors should be considered to be a part of your responsibilities.

EOE/M/F/V

Job Types: Full-time, Part-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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