Front Office Reception - Guest Service Agent (On-Call)
About The Position
The Guest Service Agent represents the hotel throughout the guest’s stay, providing courteous, professional service from arrival through departure. The role includes greeting and registering guests, assigning rooms while accommodating requests, verifying payment methods and following credit procedures, assisting with charges at checkout, and responding to guest questions and concerns. Agents promote available rooms, hotel services, activities, promotions, and revenue outlets through suggestive selling. The position coordinates with Housekeeping, Concierge, Front Services, Engineering and Maintenance, Reservations, and other departments to keep room-status information current and fulfill guest requests. It also involves handling reservations when needed, managing guest keys, mail, packages and messages, answering inquiries, using the property management system and other hotel systems, balancing shift work and cash drawers, and responding professionally to emergencies. The agent may be assigned other duties or cross-trained in other hotel areas as needed. This is an on-call role, and the employee must be available to work any day and all shifts as needed.
Requirements
- Previous experience in the hotel or travel industry.
- High school diploma or equivalent vocational training certificate; some college.
- Any combination of education and experience that provides the knowledge, skills, and abilities needed to perform the essential functions.
- Ability to type 35 words per minute.
- Ability to transport up to 40 pounds and stand or walk for up to 8 hours during a work shift.
- Ability to anticipate guest needs, respond promptly, and acknowledge guests.
- Highly organized, detail-oriented, and able to multitask.
- Ability to maintain positive guest relations and work well with other departments.
- Ability to input and access information in the property management system, computers, and point-of-sale system.
- Ability to handle hotel emergency procedures and situations with maturity and professionalism.
Nice To Haves
- Japanese-speaking ability is highly preferred.
Responsibilities
- Greet and acknowledge arriving and departing guests, and maintain a friendly, courteous, and professional manner.
- Register guests, assign rooms, fulfill requests and special handling instructions, and follow established credit policies and procedures.
- Assist guests with settling departure charges using available payment methods; balance daily shift work and cash drawers.
- Determine reservation status and length of stay; accept same-day and future reservations, changes, and cancellations when needed, and follow cancellation procedures.
- Quote room types and rate availability for current and future dates; use suggestive selling to promote rooms, hotel services, promotions, and revenue outlets.
- Coordinate room-status updates with Housekeeping, including check-outs, late check-outs, early check-ins, special requests, day-use rooms, and no-shows.
- Work with Concierge and Front Services to coordinate luggage handling and follow up on guest requests; coordinate guestroom maintenance with Engineering and Maintenance.
- Use the property management system to run daily reports and block special requests; complete key packets and modify registration cards.
- Issue key cards with appropriate controls so keys are provided only to registered guests.
- Handle guest mail, packages, messages, folio requests, credit card inquiries, and information requests from guests and hotel departments.
- Answer Front Office inquiries and keep support departments informed of relevant information and requests.
- Know hotel facility operating hours, daily activities and meetings, and the tasks performed by related hotel roles.
- Recognize and respond to suspicious or emergency situations; follow hotel safety, emergency, and accident-prevention procedures.
- Maintain the cleanliness, sanitation, and organization of the Front Office and work areas.
- Attend department meetings and report unusual occurrences or requests to a manager.
- Perform tasks and projects assigned by the Manager on Duty, Front Office Manager, or Director of Front Office Operations; perform other assigned duties and cross-train as needed.
- Be available to work any day of the week and all shifts as needed, including possible changes from the employee’s accustomed shift.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
