Agent, Guest Service

Overview:

The Guest Service Agent represents the Hotel to the guest throughout all stages of the guest's contact with the hotel.

Responsibilities:

• Greets, registers, and assigns rooms to Hotel Guests.
• Knows room locations, types of rooms available, and room rates.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Make and confirm reservations.
• Issue room keys and escort instructions to bellhops.
• Keep records of room availability and guests' accounts, manually or using computers.
• Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
• Posts and files all charges to guest, master, and city ledger accounts.
• Compute bills, collect payments, and make change for guests.
• Processes guest check-outs.
• Contacts housekeeping or maintenance staff when guests report problems.
• Coordinates 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.
• Record guest comments or complaints, referring customers to managers as necessary.
• Uses proper telephone etiquette and uses proper mail, package, and message handling procedures.
• Maintains the cleanliness and neatness of the front desk area.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Accommodates special requests whenever possible.

• Processes reservations for Hotel rooms, creates and maintains reservation records.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Ensures calls are answered in a prompt and professional fashion.
• Knows the type of rooms available as well as their location, layout and rates.
• Knows the credit policy of the hotel and how to code each reservation.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence and responds to inquires as needed.
• Makes sure that files are kept up to date.
• Maintains the cleanliness and neatness of the reservation area.
• Other duties may be assigned.

Qualifications:

• Previous hotel experience desired.

• Shift Differential: Non-Exempt employees will receive a $1.00 per hour shift differential for any hours worked between 10:00pm and 6:00am.

This is not a smoke free workplace. Although we employ state-of-the-art air filtration systems, cigarette smoke is in the work environment