Seasonal Guest Service Agent

Stonebridge Hospitality Management

213d

About The Position

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel.

Requirements

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.

Responsibilities

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet.
• Responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes with accuracy, always noting the date and time of message.
• Repeat message back to caller to assure the accuracy of the message.
• Use message light to tell guests that they have a message waiting.
• Know emergency procedures and how to respond.
• Never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions.
• Know room rate and the amenities of the rooms to inform guests.
• Know physical makeup of building-exterior and interior.
• Know where the closest shopping, convenience store and gas station is.
• Complete daily reports, audits correspondences etc. as required by your shift.
• Keep lobby and office area clean at all times.
• Set wake-up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure area if leaving the front desk, even if it is for a moment!
• Create incident reports for guest injuries/issues when required.
• Answer all calls within three (3) rings.
• All calls are to be answered in a 'scripted' manner.
• Take and record reservations with accuracy.
• Confirm as requested.
• Resolve guest complaints.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees