Job title: Guest Service Agent
Reports to: Front Office Manager
Job purpose
To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.
Responsibilities
* Report to work on time and in proper uniform adhering at all times to company grooming standards.* Maintain complete knowledge of correct maintenance and use of equipment.* Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of business volume.* Maintain positive guest relations at all times.* Resolve guest complaints, ensuring guest satisfaction.* Monitor and maintain cleanliness, sanitation and organization of front desk work area.* Demonstrate complete knowledge at all times of:* A.
Hotel features/services and hours of operation.
* B. Room types, numbers, layout, décor and locations.
* C. Room rates, special packages and promotions.
* D. Daily house count and expected arrivals/departures.
* E. Room availability for any given day.
* F. Scheduled in-house group activities, locations and times.
* G. Hotel and departmental policies and procedures.
* Answer incoming calls within 3 rings using correct greeting and telephone etiquette.* Review par levels for supplies during shift and replenish as needed.* Make guest reservations when applicable.* Consistently update front desk communication/guest service log.* Enter all maintenance requests into Hotel Service Pro as requested.* Maintain a professional voice and demeanor when communicating over the hotel radio.* Assist front office management team with reviewing the following reports:* A.
Credit limit
* B. Reservations made yesterday
* C. Rate check / Rate variance
* D. Housekeeping status reports
* Run “emergency reports” as per the company requirements.* Must be proficient with all “emergency” procedures.* Perform necessary functions for setting up the next shift.* Perform accurate and efficient bucket checks.* Assist the sales department with group key packets, welcome letters, etc.* Ensure that wake up calls are set up accurately and in a timely manner.* Assist guests with reports of lost/stolen articles, following hotel policy.* Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency’s. * Conduct guest “welcome” call according to brand standards.* Ensure security of guest room access.* Enter sales rooming lists if requested.* Assist front office management team in researching disputed charges as requested.* Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.* Maintain current list of available locations for walk situations.* Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.* Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
* Ensure that all VIPs are pre-registered according to standards.* Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.* Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
* Print special requests report and block rooms according to specifications.* Balance room types throughout day.* Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
* Review resumes for arriving groups, prep for check-in/preregistration.* Coordinate delivery time of amenities with food and beverage to ensure timely delivery.* Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
* Check for any special shuttle service requests.* Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.* Ensure that all shift checklists are completed.* Communicate all pertinent information to the next shift, especially as it pertains to “follow up” items.* Maintain confidentiality of guest information and hotel data.Guest Relations
* Is proactive and demonstrates a sense of urgency when dealing with guest concerns.* Is readily available and approachable to all guests.* Interact with guests on a frequent basis to obtain feedback about their experience.* Anticipate the needs of large groups or high profile guests in order to deliver flawless service.* Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction
•* Encourage and build mutual respect and cooperation among team members.
•* Communicate effectively with all property team members.
•* Respond in a timely manner to all members of the Management Team.
•* Be professional and courteous towards team members at all times.
Company/Brand Policies & Procedures
•* Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
•* Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications
•* High School diploma or equivalent.
•* Must have at least 1 year guest service experience in similar size property.
•* Ability to perform job functions with attention to detail, speed and accuracy.
•* Ability to prioritize and organize.
•* Clear thinker, remaining calm and resolving issues using good, sound judgement.
•* Ability to follow directions thoroughly.
•* Ability to stand for long periods of time.
•* Able to professionally handle guest complaints.
•* Able to work effectively and efficiently with all departments.
•* Willing to work flexible hours to include weekends, holidays and late nights.
•* Maintain a professional appearance at all times.
•* Able to multitask and work in a fast paced environment.
•* MUST have a passion for providing “excellent” customer service experience.
*And any other job function deemed appropriate by management*
