Guest Service Agent
POSITION JOB DESCRIPTION
TITLE: Guest Service Agent
DEPARTMENT: Front Office
REPORTS TO: Front Office Manager
SUMMARY
Responds in a professional and courteous manner to arriving, departing and in-house guests and VIP’s by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
ESSENTIAL RESPONSIBILITIES
? Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
? Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sale.
? Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
? Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
? Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
? Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
? Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
? Maintains a friendly, cheerful and courteous demeanor at all times.
OTHER RESPONSIBILITIES
? All other duties as assigned, requested or deemed necessary by leadership.
SUPERVISORY DUTIES
None
BEHAVIORAL FOCUS
At G Lodging, our core values which provide a guide for our decisions are:
? Do the Right Thing: demonstrate empathy, honor and integrity in all that we do.
? Think We, not Me: Together as a team we reach new heights in our work and community.
? Be Your Best Self: We are engaged, move with purpose, and serve with enthusiasm.
? Think Like a Guest, Act Like an Owner: Anticipate the needs of our guests and value our properties.
CORE COMPETENCIES
Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associate, regardless of role which include:
? Integrity and Respect
? Communication
? Innovation
? Teamwork and Relationships
? Hospitality
? Job Excellence