Guest Service Agent

Temps plein

Guest Service Agent

Overview

Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them.

Responsibilities

• Operating Procedures including but limited to answering all internal, external and parking phone calls, process in room delivery orders, checking in / out guests and executing accurate settlement of folios, routing of charges and adjustments.

• Answer and tend to incoming phone calls to the resort and front desk using the proper protocol, greetings, and closings as determined by management.

• Maintain accurate guest profiles.

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

• Communicate with guests and maintain detail records on any needs or issues that may arise while staying with us on property and communicating with the appropriate department or leader to ensure guest satisfaction.

• Ensure that safety of all guests by maintaining confidentiality of all guest and hotel information as well as guest room access.

• Generate, print and distribute daily and weekly reports.

• Resolve discrepancies on the room status report with Housekeeping.

• Demonstrate current knowledge of all key personnel and departmental functions of the resort.

• Accurately log all wake-up calls. Perform wake-up calls promptly and on time using appropriate greeting as determined by management.

• Maintains and Operates Parking Software’s.

Qualifications

• Must have at least one year of hotel front desk experience.

• Strong organizational and prioritization skills.

• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.

• Previous customer service experience.

• Previous cashiering experience is preferred.

• Fluency in a foreign language is preferred.

• Previous guest relations training is preferred

• Must be able to work weekends and holidays.

• PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand and walk use hands to finger, handle, or feel; and reach with hands and arms.  The employee frequently is required to talk or hear.  The employee is occasionally required to walk and stoop. The employee may lift and/or move up to 30 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.