Guest Service Agent

Temporary Full-Time

This Guest Services Agent is a 35 hr/week temporary position expected to last about 4 months.  The hours are 3:00pm - 11:00pm.

 ESSENTIAL FUNCTIONS:

· Greet and welcome guests and patrons upon arrival to the hotel and throughout the hotel lobby.

· Responsible for processing all incoming reservations via telephone, email, fax, or through interdepartmental correspondence.

· Register guests, establish payment and assign guest rooms.

· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 

· Assist all arriving and departing guests of the hotel with proper handling of luggage.

· Answer inquiries about hotel services, in-house events, directions, local attractions, etc. 

· Handle guest difficulties by listening to guests’ concerns, offering solutions, and ensuring proper service recovery.

· Process guest check-out and collect payments in compliance with cash handling, and accounting policies and procedures. 

· Assist guests with luggage and transportation needs.

PRIMARY RESPONSIBILITIES:

· Consistent professional and positive attitude and actions when communicating with guests and co-workers. 

· Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. 

· Participate in Daily Pre-Shift briefings.

· Process guest check-ins and room assignments following the hotel’s policies and procedures.  Accommodate special requests when possible.  

· Answer inquiries associated with hotel services, guest registrations, travel directions, and
recommendations about dining, entertainment, and shopping in the area
Pre-register, block reservations and, as appropriate, take same day and future reservations.

· Assist guests with arrival and departure from the hotel while providing positive guests experiences. 

· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts. 

· Follow the established guest room key and entry procedures.

· Facilitate the switching of guestrooms and use room move procedures.

· Deliver guests' packages, faxes, extra keys, amenities, and other items as requested by guests or hotel management.

· Receive and relay messages to guests and other hotel staff. 

· Process guest reservations according to standard operating procedures.

· Cancel room reservations according to policies and procedures. 

· Accurately records and follows through on all guests' wake-up call requests.

· Answer telephone calls, send faxes, and answer guests’ requests.

· Offers a sincere greeting before the guest reaches the desk and ascertains the satisfaction of the guest’s stay.

· Upon checkout, updates all recent charges to the guest profile.  Verifies all current charges with the guest on their folio before they depart. Follows all cash handling, adjustment, and allowance procedures.

· Offers bell attendant assistance and luggage storage facilities.

· Provide help to guests to arrange transportation and obtain taxis or car service whenever requested.

· Responsible for not leaving luggage and lobby unattended.

· Store and tag luggage as requested by guests, logging, tagging, and handling luggage per standard operating procedures.

· Must be groomed and dressed as stipulated in the staff handbook including wearing the correct clean uniform attire.

· Must abide by and participate in all hotel fire and safety programs.

· Perform other duties as requested by guests or management to provide superior guest service.

· Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. 

· Ability to stand and move throughout front office and continuously perform essential job functions. 

· Ability to access and accurately input information using a moderately complex computer system. 

· Command of the English language both written and verbal. 

· Perform any other job-related duties as assigned

· Able to work flexible schedule including nights, weekends, and holidays 

· Willing to always help others and help guests with their needs

• High school diploma or suitable equivalent.
• 1+ years Front Desk Agent experience preferred.
• Well-groomed, professional appearance.
• Outstanding written and verbal communication skills.
• Team player.
• Physically agile, and able to stand for extended periods.
• Available to work shifts, over weekends and on public holidays.