Seasonal- Guest Services Agent

HRI Hospitality•San Antonio, TX

1d•Onsite

About The Position

This position is responsible for checking in and checking out hotel guests courteously and efficiently, processing all payments according to established hotel requirements, and providing information to any guest or visitor inquiry. The role operates within an engaging environment for hospitality professionals focused on creating exceptional guest experiences and leisure operations.

Requirements

Minimum 18 years of age
US work authorization required
High school graduate or equivalent
Minimum six (6) months experience as a Guest Service Agent in a hotel/resort (or comparable in other customer focused industry)
Minimum six (6) months cash handling experience required
Able to effectively communicate in English, in both written and verbal form
Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
Must be able to provide legible communication and directions
Must be able to compute accurate mathematical calculations
Ability to input and access data in computer.
Ability to understand guest inquiries and provide responses.
Ability to promote positive relations with all individuals who approach the Front Desk
Ability to focus on guests' needs, remaining calm and courteous
Ability to think clearly, quickly and make concise decisions
Ability to prioritize, organize and follow up
Ability to work well under pressure of constant frequent arrivals and departures
Ability to focus attention on details
Ability to maintain confidentiality of all guests and hotel information
Ability to ensure security of guest room access
Ability to remain stationary at assigned post for extended periods of time
Must meet grooming standards
Ability to work cohesively with other departments and coworkers as part of a team
Willingness to work varied shifts, including weekends and holidays
Ability to attain or maintain a Texas Driver's License

Responsibilities

Maintain complete knowledge of hotel features, services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and scheduled group activities.
Maintain and comply with all hotel and departmental policies and procedures.
Obtain assigned bank and ensure accuracy of contracted monies, keeping the bank secure.
Meet with supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow-up items.
Access all functions of the computer system according to established procedures and standards.
Set up workstation with necessary supplies and maintain cleanliness throughout the shift.
Answer department telephone within three rings, using correct greeting and telephone etiquette.
Promote positive guest relations and accommodate all requests for information in a congenial manner.
Process all guest check-ins according to established hotel requirements, including confirming reservations, selling room types, registering guests, verifying information, collecting payments, assigning rooms, advising guests of messages, informing guests of room safe and mini bar procedures, issuing parking passes, and communicating package services.
Obtain proper identification for tax-exempt guests and attach the form to the registration card.
Obtain guest signature for designated paperwork.
Coordinate with Bell Person for guest escort and luggage transport.
Maintain guest history files.
Communicate VIP arrivals to designated personnel.
Set up accurate accounts for guests checking in based on their requirements.
File registration cards and vouchers.
Extend efforts to obtain satisfactory alternative accommodations for guests when the hotel cannot accommodate them, following established procedures for 'walking' guests.
Accommodate room changes expediently.
Handle guest complaints according to the six-step procedure, ensuring guest satisfaction.
Document guest requests, complaints, or problems immediately and notify designated personnel for resolution, following up within 20 minutes.
Take, record, and relay messages accurately, completely, and legibly.
Distribute hotel personnel messages.
Offer detailed information on the voice mail system.
Accept and record wakeup call requests.
Issue safe deposit boxes to guests and ensure key security.
Distribute guest and department mail.
Monitor, send, and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in the computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the manager.
Process all check-outs according to established hotel requirements, including resolving late charges, presenting folios, settling accounts, retrieving guest room keys, requesting guest comments, processing express check-outs, and handling late check-out requests.
Conduct group check-ins and check-outs.
Assist all departments and executives in obtaining appropriate information regarding groups, inventory, and guest information.
File guest room keys and ensure their safe keeping.
Adhere to all cashiering procedures, including processing adjustment vouchers, paid outs, correction vouchers, miscellaneous charges, making change, cashing checks, posting charges, settling room accounts, running closing reports, counting the bank, completing cashier reports, balancing receipts, dropping receipts, and securing the bank.
Legibly document pertinent information in the log book.