Guest Service Agent

Courtyard Norman•Norman, OK

12d•$13 - $13

About The Position

Greet, register, and service hotel guests in a friendly and courteous manner in accordance with hotel, brand, and sustainability standards. The role focuses on guest assistance, front-desk transactions, reservations, communications, complaint resolution, and maintaining guest satisfaction. The agent may also help in the breakfast area or assist guests with luggage when staffing assistance is needed or during peak periods, and performs other duties requested by management. The work schedule varies and may include holidays, weekends, and alternate shifts. The position requires extended periods of standing and walking, as well as pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching. A high school diploma or equivalent is preferred; previous customer service experience or equivalent training is required. Knowledge of PMS systems is preferred. A potential growth path is Front Desk Supervisor or Sales Coordinator, followed by Front Office Manager or Sales Manager.

Requirements

Previous customer service experience or equivalent training is required.
High school diploma or equivalent preferred.
Knowledge of PMS systems preferred.

Nice To Haves

Knowledge of PMS systems.

Responsibilities

Immediately greet guests and offer assistance with their needs.
Register guests and assign hotel rooms.
Establish methods of payment and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and make change for guests.
Transmit and receive messages using telephones or the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, escalating them to a supervisor if necessary.
Secure guests' valuables in the hotel safe or safe-deposit boxes when such facilities are not available in guest rooms.
Perform bookkeeping activities, including balancing accounts and conducting audits.
Monitor guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Assist in the breakfast area or help guests with luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.