Guest Service Agent

DKN HOTEL GROUP•Encinitas, CA

2d•Onsite

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, managing check-in and check-out procedures, handling financial transactions, and providing information about the hotel and local area. The Guest Service Agent also operates PBX equipment, processes guest mail and messages, and contributes to overall department operations by assisting other team members and departments. The goal is to deliver DKN’s "Home Away From Home" experience.

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.
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.
Facilitate guest departures by following established procedures to close guest accounts and determine future room availability.
Calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures.
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 to answer questions and concerns with timely and knowledgeable responses.
Operate the PBX equipment by accepting incoming calls and assisting out-going calls, setting wake-up calls and communicating to guests.
Control cash and credit transactions at the front desk and maintain 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.
Contribute to and maintain established information and communication sources such as department and front desk log books.
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.