Guest Services Agent

Windsor Capital Group•Walnut Creek, CA

13d•Onsite

About The Position

The Guest Services Agent is responsible for performing a combination of duties related to guest check-in and check-out, aiming to provide an overall positive experience. This role requires a pleasant, professional, and efficient demeanor.

Requirements

Speak clearly and listen carefully.
Use personal judgment and specialized knowledge to give information to people.
Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
Deal with the public, customers, employees, union and government officials with tact and courtesy.
Change activity frequently and cope with interruptions.
High School completion or an equivalent level of education and experiences.

Nice To Haves

Previous experience in the hospitality industry.

Responsibilities

Greet guests with a warm and welcoming attitude, always providing outstanding customer service.
Issue room keys and escort instructions to Bell Person or directly to guest as appropriate.
Date-stamp, sort, and rack incoming mail and messages.
Check-in and check-out guests efficiently, ensuring accurate information is collected and recorded.
Transmit and receive messages using equipment such as telephone, fax, and switchboard.
Process advance registration payments.
Provide guests with information about hotel facilities, services, and local attractions.
Handle guest inquiries, requests, and complaints promptly and professionally, resolving any issues to ensure guest satisfaction.
Maintain an organized and tidy front desk area, ensuring all necessary supplies are stocked.
Assist with administrative duties, such as answering phone calls, responding to emails, and handling cash transactions.
Keep records of room availability and guests’ accounts.
Compute bills, collect payments, and make change for guests.
Make, confirm, and cancel reservations for guests.
Post charges such as room, food, liquor, or telephone by hand or machine.
Make restaurant, transportation, or entertainment reservations for guests.
Deposit guests’ valuables in hotel safe or safe-deposit box.
Order complimentary flowers or champagne for special guests.
Follow hotel policies and procedures, including security and safety protocols.
Collaborate with other hotel departments to ensure a seamless guest experience.
Support and adhere to the core values, the mission statement, service fundamentals, and guest service philosophy as defined by the company.
Be always in uniform when working on the property, including wearing a name identification badge.
Perform other duties as assigned by a manager or supervisor.