Job Description
The Guest Service Agent is responsible for representing the hotel's service commitment to guests. Guest Service Agent's assist our guests efficiently, courteously and professionally in all front office related functions to maintain high levels of service and hospitality. Greet and register guests and provide room assignments, accommodating special requests whenever possible. Have working knowledge of reservations procedures, sell reservations and know cancellation procedures. Handle guest check-ins and checkouts efficiently, in a friendly and professional manner. Provide information to all guests in a courteous and informative manner. Handle complaints courteously, when necessary, relay through Supervisor for appropriate action. Communicate with incoming shift by logging pertinent information in the front office log. Ensure that all cash, check and miscellaneous departments are in balance at the end of each shift. Answers transfers, recalls and all incoming calls in a timely and friendly manner. Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required. Ensure adequate key cards are available for assignment of guestrooms. Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures.
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