Guest Service Agent I
About The Position
The Guest Service Agent reports to the Front Office Manager. This role is responsible for ensuring a delightful and seamless arrival and departure experience for guests. The agent will handle guest compliments, comments, observations, and complaints effectively to achieve full guest satisfaction, and communicate these to relevant departments with follow-up. Processing guest charges and payments accurately, proactively building guest history, and ensuring accurate communication of information and guest requests by Front of House team members are key responsibilities. The role involves working with all Front of House colleagues to achieve continuous, seamless service, professionally and efficiently handling reservation requests, and encouraging day-to-day up-selling of guest accommodation. Other duties may be assigned by managers.
Requirements
- Must possess excellent communication skills; fluency in English is required.
- Must be able to work a very flexible schedule that will include early mornings, late nights, overnights, weekends and holidays.
- Must have strong computer skills; expertise with Microsoft Office, Word, PowerPoint, Excel is required.
Nice To Haves
- Prior experience in hotel front office operations is preferred; prior experience in the luxury segment is strongly favored.
- Experience with Springer Miller Systems is preferred.
- A Bachelor's Degree in Hospitality or related field is preferred.
Responsibilities
- Ensure a delightful, seamless arrival and departure experience
- Handle all guest compliments, comments, observations and complaints timely and effectively achieving full guest satisfaction
- Communicate all guest compliments, comments, observations and complaints to relevant departments and ensuring follow up
- Process guest charges and payments accurately
- Ensure the proactive building of guest history
- Ensure accurate communication of information and guest requests by Front of House team members
- Work with all Front of House colleagues achieving continuous, seamless service
- Ensuring professional, efficient handling of reservations requests
- Encouraging day to day up-selling of guest accommodation
- Other duties as assigned by the managers
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
