Guest Service Agent

The Yale Club of New York City•New York, NY

29d•Onsite

About The Position

Guest Service Agents are responsible for providing exceptional customer service and ensuring guest satisfaction in various hospitality establishments such as hotels, resorts, and other accommodation facilities. The primary role of a guest service agent is to assist guests during their stay and handle their requests and inquiries efficiently. Here is a general job description for a guest service agent: Requirements Welcoming guests: greet guests with a warm and friendly attitude, providing a positive first impression and creating a welcoming atmosphere. Check-In and Check-Out: Efficiently handle the check-in and check-out process, including verifying guest information, assigning rooms, issuing keys, and processing payments. Reservation Management: Assist guests with making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities. Customer Service: Provide exceptional customer service by promptly addressing guest inquiries, concerns, and requests via in-person interaction, telephone, email, or other communication channels. Guest Assistance: Offer assistance and information on hotel facilities, services, and local attractions. Help guests with transportation arrangements, restaurant reservations, and other special requests. Problem Resolution: Resolve guest complaints or issues promptly and effectively, ensuring guest satisfaction. Escalate complex problems to appropriate management personnel when necessary. Safety and Security: Maintain a secure and safe environment by following established procedures, monitoring access, and reporting any suspicious activities or incidents to the appropriate authorities. Cash Handling: Handle cash, credit card transactions, and other payment methods accurately, following established procedures and ensuring the security of financial transactions. Administrative Tasks: Perform various administrative duties, including maintaining guest records, updating the reservations system, preparing reports, and completing other assigned tasks. Collaboration: Collaborate effectively with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences and address guest needs. Knowledge Update: Stay updated on hotel policies, procedures, services, and local attractions to provide accurate information to guests. Multitasking: Manage multiple tasks simultaneously, such as answering phone calls, checking guests in or out, and addressing guest inquiries, while maintaining a professional and composed demeanor. Essential functions listed in this job description are not all-inclusive. The Front Desk Representative may assign additional duties and responsibilities. Work Schedule: (2 days) 7 am - 3 pm | (2 days) 10 am - 6 pm | (1 day) 3 pm - 11 pm. Off on Wednesday & Thursday.

Requirements

Welcoming guests: greet guests with a warm and friendly attitude, providing a positive first impression and creating a welcoming atmosphere.
Check-In and Check-Out: Efficiently handle the check-in and check-out process, including verifying guest information, assigning rooms, issuing keys, and processing payments.
Reservation Management: Assist guests with making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities.
Customer Service: Provide exceptional customer service by promptly addressing guest inquiries, concerns, and requests via in-person interaction, telephone, email, or other communication channels.
Guest Assistance: Offer assistance and information on hotel facilities, services, and local attractions. Help guests with transportation arrangements, restaurant reservations, and other special requests.
Problem Resolution: Resolve guest complaints or issues promptly and effectively, ensuring guest satisfaction. Escalate complex problems to appropriate management personnel when necessary.
Safety and Security: Maintain a secure and safe environment by following established procedures, monitoring access, and reporting any suspicious activities or incidents to the appropriate authorities.
Cash Handling: Handle cash, credit card transactions, and other payment methods accurately, following established procedures and ensuring the security of financial transactions.
Administrative Tasks: Perform various administrative duties, including maintaining guest records, updating the reservations system, preparing reports, and completing other assigned tasks.
Collaboration: Collaborate effectively with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences and address guest needs.
Knowledge Update: Stay updated on hotel policies, procedures, services, and local attractions to provide accurate information to guests.
Multitasking: Manage multiple tasks simultaneously, such as answering phone calls, checking guests in or out, and addressing guest inquiries, while maintaining a professional and composed demeanor.

Responsibilities

Welcoming guests: greet guests with a warm and friendly attitude, providing a positive first impression and creating a welcoming atmosphere.
Check-In and Check-Out: Efficiently handle the check-in and check-out process, including verifying guest information, assigning rooms, issuing keys, and processing payments.
Reservation Management: Assist guests with making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities.
Customer Service: Provide exceptional customer service by promptly addressing guest inquiries, concerns, and requests via in-person interaction, telephone, email, or other communication channels.
Guest Assistance: Offer assistance and information on hotel facilities, services, and local attractions. Help guests with transportation arrangements, restaurant reservations, and other special requests.
Problem Resolution: Resolve guest complaints or issues promptly and effectively, ensuring guest satisfaction. Escalate complex problems to appropriate management personnel when necessary.
Safety and Security: Maintain a secure and safe environment by following established procedures, monitoring access, and reporting any suspicious activities or incidents to the appropriate authorities.
Cash Handling: Handle cash, credit card transactions, and other payment methods accurately, following established procedures and ensuring the security of financial transactions.
Administrative Tasks: Perform various administrative duties, including maintaining guest records, updating the reservations system, preparing reports, and completing other assigned tasks.
Collaboration: Collaborate effectively with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences and address guest needs.
Knowledge Update: Stay updated on hotel policies, procedures, services, and local attractions to provide accurate information to guests.
Multitasking: Manage multiple tasks simultaneously, such as answering phone calls, checking guests in or out, and addressing guest inquiries, while maintaining a professional and composed demeanor.