Guest Service Agent SWING/OVERNIGHT

SW Hotel Management•Los Angeles, CA

28d

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to hotel guests by checking them in and out, welcoming them, and responding knowledgeably to service questions and requests. The role also collects payment for services provided during guests’ stays and handles front desk accounting and cashiering tasks. The position works variable PM and overnight shifts and reports to the Director of Revenue Management/Front Office Operations, while assisting Front Desk Managers and Supervisors.

Requirements

High school diploma or equivalent.
Ability to communicate information and ideas clearly, both orally and in writing.
Ability to work well in stressful, high-pressure situations.
Ability to quickly and accurately evaluate and select among alternative courses of action.
Effectiveness in anticipating, preventing, identifying, and solving workplace problems.
Ability to listen to, understand, and clarify concerns raised by team members and guests.
Ability to assimilate complex information and data from disparate sources and adjust or modify it to meet particular needs.
Ability to prioritize departmental functions to meet due dates and deadlines.
Ability to work with and understand financial information and data, and perform basic arithmetic.
Ability to work long hours when required, including nights and weekends.
Ability to exert up to 30 pounds of force occasionally and/or 20 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to remain on one's feet throughout most of the shift.

Nice To Haves

Some customer service experience.
Strong computer skills.
Financial knowledge.

Responsibilities

Check guests in and out and provide courteous, efficient guest service.
Collect payment for services rendered during guests’ stays; confirm credit and payment methods at check-in and full payment at check-out.
Handle departmental accounting, including monies, receipts, guest accounts, and other forms of credit; post charges, complete cashier reports, and prepare deposits.
Balance the bank daily and conduct the daily bank drop with a witness according to standards.
Issue, control, and release guest safe-deposit boxes.
Follow company policies and procedures and complete side work and cleaning duties according to standards.
Review room inventory and House Count for availability and rates.
Maintain knowledge of special guest programs and franchise-related programs.
Run the daily arrival report and identify special requests.
Maintain a clean, organized work area and proper daily key control.
Distribute faxes, packages, and mail to guests, or notify guests when items have arrived.
Distribute billing reports to hotel outlets.
Block large-group check-ins and motor coach tours, and inform Housekeeping of changes.
Check with Management before the end of the shift.
Maintain thorough knowledge of outside venues and directions to them.
Understand the Front Desk system for all guest services.
Perform other duties requested by management.
Attend meetings and training as required by management.