Guest Service Agent
About The Position
The Guest Service Agent will be responsible for creating a welcoming environment for guests, managing registrations and room assignments, and handling various guest requests. This role involves understanding and adhering to hotel policies regarding credit, check-cashing, and cash handling, as well as maintaining knowledge of room statuses, types, and rates. The agent will utilize suggestive selling techniques to promote hotel services and coordinate with departments like housekeeping and engineering to ensure efficient service delivery. Responsibilities also include processing check-outs, managing guest accounts, and maintaining proper telephone etiquette. Additionally, the agent must be aware of safety and emergency procedures, accident prevention, and ensure the work environment, particularly the lobby, is tidy and organized, adhering to all health and safety guidelines.
Requirements
- Thorough understanding of credit, check-cashing, and cash-handling policies and procedures.
- Understanding of room status and room status tracking.
- Knowledge of room locations, types of rooms available, and room rates.
- Working knowledge of reservations systems.
- Understanding of cancellation procedures.
- Knowledge of safety and emergency procedures.
- Awareness of accident prevention policies.
- Ability to maintain a tidy and well-organized work environment (lobby).
- Adherence to all health and safety guidelines and standards.
Nice To Haves
- Ability to use suggestive selling techniques.
Responsibilities
- Create a welcoming environment for guests.
- Register guests and assign rooms, accommodating special requests.
- Complete pre-registration and blocking of rooms for reservations/guest arrival.
- Understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
- Understand room status and room status tracking.
- Know room locations, types of rooms available, and room rates.
- Use suggestive selling techniques to sell rooms and promote other hotel services.
- Coordinate room status updates with the housekeeping department.
- Take reservations for guests both in house and call in, understanding cancellation procedures.
- Process guest check-outs.
- Post and file all charges to guest, master, and city ledger accounts.
- Work closely with all hotel departments to improve service delivery and efficiency.
- Use proper telephone etiquette.
- Coordinate guestroom maintenance work with the engineering and maintenance division.
- Report any unusual occurrences or requests to the manager or supervisor.
- Know all safety and emergency procedures, and be aware of accident prevention policies.
- Ensure the work environment is tidy and well organized at all times (lobby).
- Adhere to all health and safety guidelines and standards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
