Guest Service Agent

DKN HOTEL GROUP•San Bernardino, CA

1d•Onsite

About The Position

The Guest Service Agent is responsible for providing personalized and courteous service to hotel guests, ensuring their satisfaction from check-in to check-out. This role involves managing guest accounts, handling financial transactions, processing reservations, and effectively communicating hotel information and rates. The agent will also operate PBX equipment, manage guest correspondence, contribute to departmental communications, and assist other team members to uphold DKN’s "Home Away From Home" experience. The position requires independent judgment within established company policies and procedures.

Requirements

English speaking.
Good customer service, communication skills (written and verbal) and attention to detail.
Ability to prioritize, organize and make good judgments.
Basic accounting procedures, typing, cash register and 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.