Guest Service Agent

Description

POSITION JOB DESCRIPTION

TITLE: Guest Service Agent

DEPARTMENT: Front Office

REPORTS TO: Front Office Manager

SUMMARY

Responds in a professional and courteous manner to arriving, departing and in-house guests and VIP’s by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

ESSENTIAL RESPONSIBILITIES

? Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

? Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sale.

? Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

? Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

? Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

? Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

? Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

? Maintains a friendly, cheerful and courteous demeanor at all times.

OTHER RESPONSIBILITIES

? All other duties as assigned, requested or deemed necessary by leadership.

SUPERVISORY DUTIES

None

BEHAVIORAL FOCUS

At G Lodging, our core values which provide a guide for our decisions are:

? Do the Right Thing : demonstrate empathy, honor and integrity in all that we do.

? Think We, not Me: Together as a team we reach new heights in our work and community.

? Be Your Best Self : We are engaged, move with purpose, and serve with enthusiasm.

? Think Like a Guest, Act Like an Owner: Anticipate the needs of our guests and value our properties.

CORE COMPETENCIES

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associate, regardless of role which include:

? Integrity and Respect

? Communication

? Innovation

? Teamwork and Relationships

? Hospitality

? Job Excellence

Requirements

POSITION QUALIFICATIONS

Education/Formal Training

High School diploma or equivalent

Experience

6 months previous front desk experience is preferred, but not required.

Knowledge/Skills

? Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.

? Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

? Must be fluent in oral and written English.

? Must be able to read written communiques and monochrome computer screens.

? Must be able to operate computer, calculator, and telephone keyboards, for cash handling and paperwork processing.

? Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

? Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

? Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

? 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.

? Mobility - must be able to reach all areas of the hotel to assist clients.

? Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled workstation under fluorescent lighting. Work inside 95% of the time.