Guest Services Agent (Front Desk)

Position Overview:

We are currently seeking a Guest Services Agent responsible for delivering exceptional personalized service while upholding our high standards, including but not limited to brand and Forbes standards. This role primarily involves managing guest check-in and check-out procedures, maintaining accurate guest profiles, ensuring billing precision, acting as a liaison between guests and various departments, offering tailored information, and assisting with both internal and external calls.

Organizational Structure:

The Guest Services Agent will report to the Director of Front Office and collaborate closely with colleagues in the Rooms and Sales department to ensure that all guest needs are not just met, but exceeded.

Duties and Responsibilities:

• Warmly welcome and bid farewell to all arriving and departing guests in accordance with our standards and guidelines.
• Possess in-depth knowledge of all hotel room types, facilities, and services.
• Efficiently handle guest check-in and check-out procedures, ensuring accuracy.
• Provide personalized and meticulously curated information to enhance the guest experience.
• Proficiently manage guest profiles.
• Thoroughly review guest folios and billing information, including cash transactions.
• Assist guests in requesting services or amenities.
• Fulfill Front Desk Responsibilities.
• Provide recommendations for transportation, dining, nightlife, entertainment, and activities, and assist in arranging the requested venues or services.
• Quote accurate rates and engage in upselling to meet guest needs.
• Demonstrate comprehensive knowledge of the property and its services.
• Answer internal and external calls, adhering to all standards.
• Collect and record guest preferences, forwarding them to the appropriate departments.
• Engage genuinely with guests to create memorable experiences.
• Handle financial responsibilities, including settling PM accounts by the contracted dates or at month-end closure.
• Run credit limit reports following standard operating procedures.
• Accurately manage a bank, adhering to all standard operating procedures.
• Provide guests and groups with comprehensive folios.

Mandatory Requirements:

• Fluent in English.
• Proficient in computer usage.
• Strong writing and communication skills.
• Diligent and proactive.
• Initiates tasks independently.
• Pleasant and approachable demeanor.
• Outgoing personality.
• Maintains a neat and tidy appearance.