Guest Service Agent
About The Position
The Guest Service Agent is responsible for maintaining a friendly, cheerful, and courteous demeanor while providing personalized service to hotel guests. This role involves effective communication with guests and team members, handling check-in and check-out procedures, managing guest accounts, processing payments, and answering inquiries. The Guest Service Agent will also operate PBX equipment, manage guest mail and messages, and contribute to departmental communication and operations. A key aspect of this role is delivering DKN’s "Home Away From Home" experience and assisting other departments to ensure optimal hotel performance.
Requirements
- English speaking.
- Good customer service skills.
- Good communication skills (written and verbal).
- Attention to detail.
- Ability to prioritize, organize and make good judgments.
- Basic accounting procedures.
- Typing skills.
- Cash register skills.
- Computer skills.
- Dependable.
- Must be aware of the importance of safety and security.
- Endeavor to be conscious of safety and security at all times.
- Friendly and courteous to guests and fellow team members at all times.
Nice To Haves
- Minimum of one (1) year or related experience preferred.
- Knowledge of hotel front desk operations and procedures desirable.
Responsibilities
- Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
- Communicate effectively with guests and fellow team members.
- Greet arriving guests and complete established check-in procedures on a daily basis in order to ensure that guests are fully satisfied.
- Facilitate guest departures on a daily basis by following established procedures in order to close guest accounts and determine future room availability.
- Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures in order to present the guest with accurate hotel charges upon check-out.
- Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing DKN’s reservation guideline.
- Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests.
- Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
- Operate the PBX equipment by accepting incoming calls and assisting out-going calls, setting wake-up calls and communicating to guests to ensure timely and efficient service.
- Control cash and credit transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policy.
- Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by guests in a timely manner.
- Contribute to and maintain established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
- Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
- Deliver DKN’s "Home Away From Home" experience.
- Perform other duties as assigned, requested or deemed necessary by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
