Guest Service Agent / Front Desk

Position Summary:
A Guest Service Agent must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to make the guest experience memorable. Ensures the highest level of Guest Services are provided and that our standards are always met and maintained.

Duties and Responsibilities:

• Able to work a flexible schedule, be reliable and adhere to start times.
• Wear proper attire and a nametag while on shift. Keep personal appearance professional.
• Complete all required company and brand-specific training and/or certifications in a timely manner.
• Acknowledge guests in public areas with warm friendly greetings. Use the 5/10 rule.
• Able to courteously engage with, attentively listen to and respect diverse groups of guests in a professional manner.
• Stay updated on events, including groups and meeting room usage, to effectively handle all foreseen situations.
• Perform accurate check-ins & check-outs as well as other necessary Property Management System functions.
• Answer the telephone in a timely and professional manner.
• Adhere to Hotel procedures for two-way radio communication. Use hotel protocols to communicate guest issues so they can be addressed promptly with management.
• Maintain clear and efficient communication and coordination with housekeeping and other departments regarding room status, including maintenance deficiencies.
• Anticipate and address guests’ service needs. Respond to guest requests and inquiries promptly and in a professional manner. Attend to any guest complaints and take service recovery measures if required.
• Make reservations over the phone using proper sales techniques.
• Know all hotel services, features and local attractions to respond to guest inquiries accurately.
• Efficiently process credit card payments following security protocols.
• Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs and maintenance issues.
• Follow and complete the appropriate shift checklist.
• Ensure hotel keys are distributed to the appropriate parties and that guest privacy is maintained.
• Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
• Know and be able to follow the emergency procedures for the Hotel. Report accidents pertaining to guests or personal injury immediately to a supervisor.
• Be knowledgeable about the hotel’s marketing program, specials & packages and use sales techniques to upsell rooms to maximize revenue and occupancy levels.
• Adhere to the master key sign-out protocols and ensure the security of the assigned master key.
• Identify items that guests have left behind and report items utilizing the hotel’s lost and found procedures.
• Follow supervisor directions and work independently with minimal supervision.

Physical, Mental and Environmental Demands:

• Be able to stand for extended periods of time.
• Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.
• Be able to bend, reach, kneel, pivot and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate all office equipment.
• Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.

Skills, Educational Background, Experience and Basic Expectations:

• High School Diploma or GED required.
• Experience in Guest Services.
• Excellent communication, customer service and time management skills.
• Able to organize, plan ahead and manage workload.
• A team player, yet able to work independently.
• Ability to work effectively in a fast-paced environment.
• Computer skills, specifically Microsoft Office and use of the internet.

• Able to work a flexible schedule, be reliable and adhere to start times.
• Wear proper attire and a nametag while on shift. Keep personal appearance professional.
• Complete all required company and brand-specific training and/or certifications in a timely manner.
• Acknowledge guests in public areas with warm friendly greetings. Use the 5/10 rule.
• Able to courteously engage with, attentively listen to and respect diverse groups of guests in a professional manner.
• Stay updated on events, including groups and meeting room usage, to effectively handle all foreseen situations.
• Perform accurate check-ins & check-outs as well as other necessary Property Management System functions.
• Answer the telephone in a timely and professional manner.
• Adhere to Hotel procedures for two-way radio communication. Use hotel protocols to communicate guest issues so they can be addressed promptly with management.
• Maintain clear and efficient communication and coordination with housekeeping and other departments regarding room status, including maintenance deficiencies.
• Anticipate and address guests’ service needs. Respond to guest requests and inquiries promptly and in a professional manner. Attend to any guest complaints and take service recovery measures if required.
• Make reservations over the phone using proper sales techniques.
• Know all hotel services, features and local attractions to respond to guest inquiries accurately.
• Efficiently process credit card payments following security protocols.
• Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs and maintenance issues.
• Follow and complete the appropriate shift checklist.
• Ensure hotel keys are distributed to the appropriate parties and that guest privacy is maintained.
• Maintain a safe, secure and healthy work environment by following safety and security protocols and complying with hotel policies and procedures.
• Know and be able to follow the emergency procedures for the Hotel. Report accidents pertaining to guests or personal injury immediately to a supervisor.
• Be knowledgeable about the hotel’s marketing program, specials & packages and use sales techniques to upsell rooms to maximize revenue and occupancy levels.
• Adhere to the master key sign-out protocols and ensure the security of the assigned master key.
• Identify items that guests have left behind and report items utilizing the hotel’s lost and found procedures.
• Follow supervisor directions and work independently with minimal supervision