Guest Service Agent 3-11pm

Job title:  Guest Service Agent

Reports to:  Front Office Manager

Job purpose

To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.

Responsibilities

• * Report to work on time and in proper uniform adhering at all times to company grooming standards.
• * Maintain complete knowledge of correct maintenance and use of equipment.
• * Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of business volume.
• * Maintain positive guest relations at all times.
• * Resolve guest complaints, ensuring guest satisfaction.
• * Monitor and maintain cleanliness, sanitation and organization of front desk work area.
• * Demonstrate complete knowledge at all times of:

  * A. 

• Hotel features/services and hours of operation.

  * B.  Room types, numbers, layout, décor and locations.

  * C.  Room rates, special packages and promotions.

  * D.  Daily house count and expected arrivals/departures.

  * E.  Room availability for any given day.

  * F.  Scheduled in-house group activities, locations and times.

  * G.  Hotel and departmental policies and procedures.

• * Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
• * Review par levels for supplies during shift and replenish as needed.
• * Make guest reservations when applicable.
• * Consistently update front desk communication/guest service log.
• * Enter all maintenance requests into Hotel Service Pro as requested.
• * Maintain a professional voice and demeanor when communicating over the hotel radio.
• * Assist front office management team with reviewing the following reports:

  * A. 

• Credit limit

  * B.  Reservations made yesterday

  * C.  Rate check / Rate variance

  * D.  Housekeeping status reports

• * Run “emergency reports” as per the company requirements.
• * Must be proficient with all “emergency” procedures.
• * Perform necessary functions for setting up the next shift.
• * Perform accurate and efficient bucket checks.
• * Assist the sales department with group key packets, welcome letters, etc.
• * Ensure that wake up calls are set up accurately and in a timely manner.
• * Assist guests with reports of lost/stolen articles, following hotel policy.
• * Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency’s. 
• * Conduct guest “welcome” call according to brand standards.
• * Ensure security of guest room access.
• * Enter sales rooming lists if requested.
• * Assist front office management team in researching disputed charges as requested.
• * Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.
• * Maintain current list of available locations for walk situations.
• * Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.
• * Review the arrivals report for accuracy. 
• Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
• * Ensure that all VIPs are pre-registered according to standards.
• * Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
• * Enter all guest maintenance issues into Hotel Service Pro. 
• Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
• * Print special requests report and block rooms according to specifications.
• * Balance room types throughout day.
• * Print credit check report and review status of each account. 
• Follow up on accounts beyond approved credit limit.
• * Review resumes for arriving groups, prep for check-in/preregistration.
• * Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
• * Review requests for late check-outs and obtain proper approval from management. 
• Communicate information to housekeeping department.
• * Check for any special shuttle service requests.
• * Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
• * Ensure that all shift checklists are completed.
• * Communicate all pertinent information to the next shift, especially as it pertains to “follow up” items.
• * Maintain confidentiality of guest information and hotel data.

  Guest Relations

• * Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
• * Is readily available and approachable to all guests.
• * Interact with guests on a frequent basis to obtain feedback about their experience.
• * Anticipate the needs of large groups or high profile guests in order to deliver flawless service.
• * Be visible at the front desk during shift. 
• Never leave the front desk unattended.

  Team Interaction

  •* Encourage and build mutual respect and cooperation among team members.

  •* Communicate effectively with all property team members.

  •* Respond in a timely manner to all members of the Management Team.

  •* Be professional and courteous towards team members at all times.

  Company/Brand Policies & Procedures

  •* Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.

  •* Adhere to safety policies and procedures to ensure a safe working environment for all team members.

  Qualifications

  •* High School diploma or equivalent.

  •* Must have at least 1 year guest service experience in similar size property.

  •* Ability to perform job functions with attention to detail, speed and accuracy.

  •* Ability to prioritize and organize.

  •* Clear thinker, remaining calm and resolving issues using good, sound judgement.

  •* Ability to follow directions thoroughly.

  •* Ability to stand for long periods of time.

  •* Able to professionally handle guest complaints.

  •* Able to work effectively and efficiently with all departments.

  •* Willing to work flexible hours to include weekends, holidays and late nights.

  •* Maintain a professional appearance at all times.

  •* Able to multitask and work in a fast paced environment.

  •* MUST have a passion for providing “excellent” customer service experience.

  *And any other job function deemed appropriate by management*

  Work schedule

  • 8 hour shift
  • 10 hour shift
  • Weekend availability
  • Holidays

  Benefits

  • Employee discount