Guest Service Agent

ACTIVITIES:

The duties and responsibilities for the Guest Experience Representative include, but are not limited to the following:

• Create a welcoming environment for our guests.


• Register guests and assign rooms, accommodating special requests whenever possible.


• Complete pre-registration and blocking of rooms for reservations/guest arrival.


• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.


• Understand room status and room status tracking.


• Know room locations, types of rooms available, and room rates.


• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.


• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.


• Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.


• Process guest check-outs.


• Post and file all charges to guest, master, and city ledger accounts.


• Work closely with all hotel departments to improve service delivery and efficiency.


• Use proper telephone etiquette.


• Coordinate guestroom maintenance work with the engineering and maintenance division.


• Report any unusual occurrences or requests to the manager or supervisor.


• Know all safety and emergency procedures, is aware of accident prevention policies.


• Ensure the work environment is tidy and well organized at all times (lobby).


• Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

• Excellent communication skills in English


• Must be able to speak, read, write, and understand the primary language(s) used in the workplace


• Excellent organizational, interpersonal and administration skills


• Proficient or familiar with computerized systems


• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations


• Present a high degree of professional work ethic and image


• High school graduate or equivalent


• Availability to work day, evening and night shifts any day of the week including weekends and holidays