Guest Service Agent
About The Position
Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.
Requirements
- Interpersonal communication skills are necessary for this position.
- Must be able to work a flexible schedule including day/night shifts, weekends and holidays
- Computer knowledge required.
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
- Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.
- Must be able to work a flexible schedule including day/night shifts, weekends and holidays
- Excellent service skills including etiquette and ability to work with the public.
- Knowledge of communications skills, organization skills, ability to deal with diverse clientele.
Nice To Haves
- Reservation knowledge is helpful.
- golf knowledge.
Responsibilities
- Greeting all guests upon arrival with a warm welcome.
- Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension.
- Reading and using a moderately complex computer console, direct calls to appropriate line.
- Maintain performance standards of front office personnel toward guests.
- Diplomatically handle guest complaints, including situations that arise when hotel is oversold, irate guests, etc.
- Maintain accurate records of accounts at the front desk, making sure all posting is correct according to procedure.
- Keep open communication between front office departments and key departments.
- Assist front desk supervisors as needed.
- Relieve and substitute for employees as necessary.
- Review the logbook daily for information from previous shifts, keep all staff up to date on any updates.
- Provide the Director of the Front Office with reports as needed.
- Ability to work effectively with Front Office Supervisors, bell staff, doormen and valet.
- Maintain a positive relationship with fellow employees.
- Maintain forms, valet tickets, claim tickets, requisitions and communication items.
- Utilize bell carts, luggage racks and master keys.
- Ensure all records for bell/valet gratuities are accurate and turned in on a timely basis to the Director of the Front Office.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
