Guest Service Agent

Description

POSITION SUMMARY
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

ORGANIZATIONAL SCOPE:
Position is responsible for exceptional customer service in order to generate revenue.

ESSENTIAL FUNCTIONS

• Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
• Cancel room reservations according to procedures. (2%)
• Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
• Show guests to room assisting them with their luggage. (45%)
• Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
• Check luggage for hotel guests both for day and overnight. (15%)
  
  NON-ESSENTIAL FUNCTIONS
• Inventory guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.

Qualifications

Knowledge and Skills:

• Education:High school education or equivalent experience.
• Experience:Three months to one full year of employment in a related position with this company or other organization(s).
• Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.
  
  No. Of employees supervised: None.
  Travel Required:None.
  Hours Required: 8 hour shift; scheduled days and times may vary based on need.
  
  Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
  Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
  
  Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.
  Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
  
  Mobility Describe the type(s) of mobility required to include distances and % of time involved.
  Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.
  
  Continuous Standing Describe the reasons to include time period and frequency.
  Continuous standing 95% of time.
  
  Climbing Stairs
  Up to approx. 120 steps 10% of 8 hour shift.
  
  Hearing: Moderate
  Explain: One-on-one communication with guests.
  
  Vision: Moderate
  Explain: Read reports, verify reservations, work with computers.
  
  Speech: Moderate
  Explain: One-on-one communications with guests.
  
  Literacy: Critical
  Explain: Read reports, reservations, analyze, investigate.
  
  Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.
  Brass/glass cleaner. No special handling required.
  
  Protective Clothing:
  None Required.
  
  Equipment Operation List type of equipment and frequency of use.
  Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.