Overnight Guest Service Agent
About The Position
The Overnight Guest Service Agent is responsible for maintaining an inventory of vacancies, reservations, and room assignments. This role requires a working knowledge of the reservations department, including taking and managing reservations, understanding cancellation procedures, and completing daily checklists. The agent will register arriving guests, assign rooms, and coordinate room status updates with housekeeping and maintenance. Additionally, the role involves using sales techniques to promote hotel services, managing guest complaints, processing check-outs, handling monetary transactions, and maintaining guest privacy. A high level of professional appearance and demeanor is expected, along with performing other assigned duties.
Requirements
- High school diploma or equivalent.
- Ability to communicate with the public, hotel staff, and management in a professional manner.
- Knowledge of surrounding areas and local events.
- Ability to understand and adhere to proper credit, and cash handling policies and procedures.
- Able to properly secure guest information.
- Ability to learn safety, emergency, and accident prevention policies and procedures.
- Skilled in the use of front office equipment.
- Knowledge of proper telephone etiquette.
Nice To Haves
- Possesses a working knowledge of the reservations department.
- Knows cancellation procedures.
- Knows room locations, types of rooms available, and room rates.
- Knows daily activities and meetings taking place in the hotel.
Responsibilities
- Maintains an inventory of vacancies, reservations, and room assignments.
- Takes same-day reservations and future reservations.
- Registers arriving guests and assigns rooms.
- Coordinates room status updates with the housekeeping department.
- Coordinates guest room maintenance work with the engineering and maintenance division.
- Uses persuasive selling techniques to sell rooms and promote other services of the hotel.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Manages and resolves all guest complaints in a professional and courteous manner.
- Processes guest check-outs and handles monetary transactions.
- Maintains customers privacy.
- Maintains a high level of professional appearance and demeanor.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
