Guest Service Agent

Job Summary

As the Guest Service Agent, you will welcome and acknowledge guests in a friendly and professional manner while providing outstanding service. Check-in and check-out guests, settle guests accounts upon check-out, answer incoming calls, make room reservations, answer questions, and resolve guest complaints.

Responsibilities

• Welcome and acknowledge guests in a friendly and professional manner both in person and on the phone.
• Process guest check-ins and check-outs.
• Accurately process all cash and credit card transactions in accordance with established policies and procedures.
• Answer phone in a prompt and courteous manner.
• Book guest reservations for individuals and/or groups, and process cancellations.
• Assist with room blocks, and pre-register groups to ensure a smooth check-in process.
• Follow up to ensure all guest requests are fulfilled and/or delivered to ensure guest satisfaction.
• Resolve guest complaints, elevating to supervisor if needed.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc.
• Upsell rooms where possible to maximize hotel revenue.
• Promote teamwork and quality service through daily communications and coordination with other shifts and departments.
• Respond to guest questions, complaints and/or requests in a courteous manner to ensure guest satisfaction.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Perform other duties/tasks as assigned by management.

Skills

• Ability to communicate effectively in English.
• Great customer service and communication skills.
• Basic math or accounting skills.
• Ability to problem solve to effectively deal with customers.
• Ability to multitask, detail oriented and comfortable with high call volume.
• Must have computer skills to operate various property management and reservation systems.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to stand for extended periods of time.
• Must be able to lift, push, pull, or move object weighing up to 25 lbs.
• Ability to work flexible shifts to include days, nights, weekends, and holidays.

Qualifications

• High School diploma or equivalent
• Previous customer service experience
• Previous cash handling experience
• Hotel and Front Desk experience a plus

Benefits

• Medical, Dental & Vision Insurance
• Paid Vacation
• Paid Personal Days
• Paid Holidays
• Complimentary Life Insurance
• Employee Discounts