Guest Service Agent

ACTIVITIES:

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.

COMPETENCIES WE ARE SEEKING:

· Excellent written and verbal communication skills in English

· 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