Guest Service Agent

The Guest Service Agent position is generally responsible for representing the hotel to the guest throughout the stages of the guest's stay, determining the guest's reservation status and identifying their duration of stay. They will also process the guest's method of payment, be customer-service oriented, and work closely with the housekeeping and maintenance departments to ensure room status reports are current and up-to-date.

Duties include but are not limited to:

• Create a welcoming environment for guests
• Register guests and assign rooms, accommodating special requests whenever possible
• Complete pre-registration and blocking of rooms for reservations/guest arrival
• Thoroughly understand and adhere to proper credit and cash handling policies and procedures
• Understand room status and room status tracking
• Know room locations, types of rooms available and room rates
• Use suggestive selling techniques to sell room and to promote other services of the hotel
• Coordinate room status updates with housekeeping department
• Possess working knowledge of the reservations, takes reservations for guests both in house and call in, understanding cancellation procedures
• Process guest check outs
• Post and file all changes to guest accounts
• Work closely with all hotel departments to improve service delivery and efficiency
• Use proper telephone etiquette
• Report any unusual occurrences or requests to the manager or supervisor
• Know all safety and emergency procedures, is aware of accident prevention policies
• Ensure the work environment is tidy and well organized at all times (lobby)
• Adhere to all health and safety guidelines and standards