Hotel / Resort Jobs | Guest Service Agent

Guest Service Agent

Hampton Inn & Suites by HIlton on Washington Rd. Augusta GA

Augusta, GA

Description

The primary purpose of the Guest Service Agent is to greet and serve guests in a professional, gracious manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer fond farewell to guests.

Essential Job Functions

Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
Provide safety deposit boxes to guests in accordance with established hotel procedures.
Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

Requirements

Experience/Education

High school diploma or general education degree or equivalent combination of education and experience preferred.

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All Applicants are subject to background and substance abuse screening prior to any offer of employment.

About Us

Auro Hotels, a successor to JHM Hotels, is Elevating the Experience in hospitality. We are a company that seeks out the positive, encourages bright thinking, and is helping to light the communities where we operate.

Our principals began JHM Hotels in 1973 with the modest 40 room Sunset Motel in Pomona, California. Over 45 years, the talented Rama family grew the business into one of the largest, privately owned, hospitality companies in the country. In 2017, the time came to put a succession plan into place, allowing the first generation to pass the baton to the second generation. The JHM Hotels’ name was retired, and Auro Hotels was born.

We view ourselves as a different kind of hospitality company. Auro Hotels is a company that is professional and visionary. We strive to bring a higher level of service and commitment to excellence to every relationship. We are grounded in sound business practices and stand on a solid financial foundation built by our forefathers, even as we seek to bring imaginative, unique and category-leading solutions to each hotel project.

Auro Hotels’ current portfolio includes 30 hotels in the United States, and two properties in India, operating under well-known brands such as Marriott, Hilton and Hyatt. In addition, there are 9 properties in the design phase or under construction, with others in the pipeline.

Job Info

Augusta, GA

Auro Hotels (Hilton)

Posted on: 03/29/2018

Position Available: Immediately

Bonus Plan: Yes

Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.

Other: Vacation, Medical, Dental, Vision, 401K

Management Position: No

Entry Level: Yes

Description

Essential Job Functions

Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
Provide safety deposit boxes to guests in accordance with established hotel procedures.
Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

Requirements

Experience/Education

High school diploma or general education degree or equivalent combination of education and experience preferred.

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All Applicants are subject to background and substance abuse screening prior to any offer of employment.

About Us

Guest Service Agent

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