Guest Service Agent

The duties and responsibilities for the Guest Service 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.