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*