Guest Service Agent/Front Desk- Hospitality Experience Preferred

The GSR is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. Assures highest possible level of visitor and guest satisfaction by providing superior customer service.

Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries

Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Process all guests check-ins and/or check-outs.
• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of, or where to access to following information:
• a) all hotel features/services, hours of operation.
• b) all room types, numbers, layout, decor, appointments and location.
• c) all room rates, special packages and promotions.
• d) daily house count and expected arrivals/departures.
• e) room availability status for any given day.
• f) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone using correct greeting and telephone etiquette.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Attend training sessions as necessary.
• Maintain cleanliness, of front desk, lobby, lobby restrooms, and breakfast area.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Anything that contributes to a positive culture and the success of the hotel.
• Room inspections for housekeeping.
• Other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (ChoiceAdvantage.).

Job Types: Full-time, Part-time

Pay: $13.00 - $15.00 per hour

Benefits

• Employee discount

Experience

• Customer Service: 1 year (Preferred)

Shift availability

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person