Guest Services Agent

Crescent Careers•Las Vegas, NV

7d•Onsite

About The Position

The Guest Services Agent is responsible for greeting customers, completing the registration process, handling payments, answering the telephone, managing guest accounts, and resolving guest complaints. This role requires a self-starting personality with an even disposition, the ability to maintain a professional appearance and manner, and strong communication skills. The agent must be willing to assist coworkers and be a team player. A considerable skill in using a calculator for mathematical calculations and the ability to effectively deal with customers, including those who are upset, are essential. The role also requires the ability to stand and move throughout the front office, access and input information using a computer system, observe and detect emergency situations, and establish effective working relationships.

Requirements

Self-starting personality with an even disposition.
Ability to maintain a professional appearance and manner at all times.
Ability to communicate well with guests.
Willingness to "pitch-in" and help co-workers with their job duties and be a team player.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Adherence to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Responsibilities

Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information, promoting marketing programs, making appropriate room selections, coding electronic keys, and providing welcome folders.
Verify and imprint credit cards for authorization, handle cash, make change, balance house banks, accept and record various forms of payment, and convert foreign currency.
Promptly answer the telephone using positive and clear communication, input messages into the computer, retrieve messages, and communicate their content to the guest.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at checkout and ascertain satisfaction, negotiating compromises or authorizing revenue allowances in cases of dissatisfaction.
Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
Listen and extend assistance to resolve problems such as price conflicts, or issues with heating or air conditioning.
Remain calm and alert during emergency situations and heavy hotel activity, planning and implementing detailed steps using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.