Guest Service Agent

Remington Hospitality•Philadelphia, PA

10d

About The Position

The Guest Service Agent greets and communicates with hotel guests in a prompt, cordial, and professional manner, and handles guest check-in and check-out. The role assists with pre-registration and room blocking, reviews reservations with special requests, and works to assign rooms accordingly. The agent must know how to post charges accurately and efficiently, manage guest payments and cash handling, and apply hotel rates and discounts appropriately. The position requires working knowledge of the hotel’s front office computer or manual system, including routine and infrequent transactions, as well as reservation procedures. The agent handles same-day reservations, follows cancellation and relocation procedures when needed, and is part of a team focused on providing great guest experiences. Work schedules may vary and may include nights, weekends, and holidays.

Requirements

High work ethic and self-initiative.
Ability to work varying schedules, potentially including nights, weekends, and holidays.
Ability to work in a standard office environment.
Ability to sit at a desk and work on a computer for prolonged periods (6–8 hours a day).
Ability to occasionally stand and walk throughout the workday.
Frequent fine motor skills and use of hands and fingers for keyboarding, using a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Ability to occasionally stand, walk, bend, reach, or carry items.
Ability to lift and/or move 10–25 pounds as needed.
Visual ability to read computer screens and printed materials, maintain close visual focus for extended periods, and differentiate colors for certain roles.
Ability to hear and participate in conversations and meetings and use a phone and/or headset.

Responsibilities

Greet and communicate with guests cordially, promptly, and professionally.
Check guests in and out of the hotel.
Assist with pre-registration and blocking reservations when necessary.
Know how and where to post all charges, and post them promptly, accurately, and efficiently.
Maintain working knowledge of the front office computer or manual system, including daily and infrequent transactions.
Handle cash, checks, and credit card information for guest payments, and make change correctly.
Review reservations with special requests and block rooms accordingly.
Know hotel rates and discounts and how to handle each.
Handle reservations, including same-day reservations, in approximately two minutes.
Follow cancellation and relocation procedures when necessary.
Work as part of a team providing guest experiences.