Guest Service Agent

Department: Front Office          

Job Title: Guest Services Agent

FLSA Status: Non-Exempt

Job Overview: A Guest Services Agent provide many guest services such as the check-in and check-out process, routing guest requests to appropriate department, securing payment, and more.

Reports to: Front Office Management

Duties and Responsibilities:

Serve as Relief Night Auditor when needed

Provide quality guest service as it pertains to checking in/out of hotel guests

Requires accuracy with daily accounting procedures

Ensures all guests receive a fond farewell at the end of their stay

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests

Responds to guest requests to ensure their expectations are exceeded

Strong command of managing several tasks with speed and accuracy

Answers telephones, takes hotel reservations when no reservation agents are absent, and provides services in a gracious and professional manner

Essential Qualifications:

Must have schedule flexibility to be on call for various shifts weekdays, weekends, nights, holidays, and overnights

• Ability to maintain standard attendance expectation

Ability to lift up to 50lbs plus stand, walk and move around during entire 8 hour shift

• Must be computer efficient, and computer literate to operate basic windows PC programs and operate online database which hosts Hotel's property management system (PMS). Basic cashier skills to receive credit card and cash payments from guests required as well.

Must have the ability to communicate clearly and directly with guests and fellow associates using a positive, clear speaking voice

Previous hotel experience in a guest service role is strongly preferred

Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once

Previous Opera Property Management System experience a big plus

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

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