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SUMMARY: The Guest Services Agent is responsible for providing quality guest services that include registration and check-out, hotel operations, bell and valet service. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest name.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Review arrivals noting special requests, blocking rooms as needed.
- Check in and out hotel guests in a confident, professional and friendly manner.
- Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
- Complete all items on appropriate checklist by end of shift.
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
- Follow established key control policy.
- Ensure proper credit policies are followed.
- Issue guest safety deposit boxes.
- Submit all lost & found articles accompanied by a completed lost & found report.
- Knowledgeable of immediate area, services, attractions, and events.
- Assist with Concierge services in the absence of the Concierge.
- Knowledgeable of fire and emergency procedures.
- Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
- Verify credit limit report.
- Monitor room availability throughout the day.
- Review daily the selling status of the hotel using yield management system.
- Attend department meeting once a month.
- Performs all other duties as directed by immediate supervisor.
- Other Department related duties as become necessary.
- Contact via telephone with the other departments such as Reservations, Sales, Housekeeping, is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.
SUPERVISORY RESPONSIBILITIES:
QUALIFICATION REQUIREMENTS:
Must have a valid ID. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
- High school diploma or general education degree (GED); or six months to one year related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.
REASONING ABILITY:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to draw and interpret bar graphs.
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, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and reach with hands and arms.
- The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include the ability to adjust focus.
WORK ENVIRONMENT:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.