GUEST SERVICES AGENT

JOB DESCRIPTION

DEPARTMENT:      Guest Services                                                 

REPORTS TO:         Guest Services Manager

STATUS:                   Non-exempt                                                    

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS

Education & Experience: 

·          College course work in related field helpful.

·          Experience in a hotel or a related field preferred.

·          High School diploma or equivalent required.

·          Computer experience required.

·          Customer Services experience preferred.

Physical requirements:

·          Flexible and long hours sometimes required.

·          Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

·          Ability to stand during entire shift.

General Requirements

·          Maintain a warm and friendly demeanor at all times.

·          Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

·          Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

·          Must be able to multitask and prioritize departmental functions to meet deadlines.

·          Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

·          Attend all hotel required meetings and trainings.

·          Maintain regular attendance in compliance with Scenic Property Group Standards, as required by scheduling, which will vary according to the needs of the hotel.

·          Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

·          Comply with Scenic Property Group Standards and regulations to encourage safe and efficient hotel operations.

·          Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

·          Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

·          Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

·          Must be able to cross-train in other hotel related areas.

·          Must be able to maintain confidentiality of information.

·          Must be able to show initiative, including anticipating guest or operational needs.

·          Perform other duties as requested by management.

DUTIES & FUNCTIONS

Fundamental Requirements

·          Greet and welcome all guests approaching the Front Desk in accordance with brand standards.

·          Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

·          Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

·          Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

·          Review Front Office log and Trace File daily.

·          Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

·          Follow all cash handling and credit policies.

·          Be aware of all rates, packages and special promotions.

·          Be familiar with all in-house groups. 

·          Be aware of closed out and restricted dates.

·          Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

·          Be familiar with hospitality terminology.

·          Have knowledge of emergency procedures and assist as needed.

·          Handle check-ins and checkouts in a friendly, efficient and courteous manner.

·          Use proper two-way radio etiquette at all times when communicating with other employees.

·          Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

·          Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

·          Balance and prepare individual paperwork for closing of shift according to hotel standards.

·          Maintain and market promotions and guest programs.

·          Maintain a clean work area.

·          Assist guests with safe deposit boxes.

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