Job Details

[Guest Services Agent]

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC):

SUMMARY: GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.

Professional Experience

• Preferably 1 year's experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field

Computer Experience

Proficiency in:

o Microsoft Word

o Excel

o Powerpoint

o Data entry

o Database management systems

Hotel Experience

• Uses proper telephone etiquette
• Be flexible and willing to perform other tasks as necessary or requested
• Wear hotel GSA uniform in compliance with hotel standards

TRAINING PROVIDED ON THE FOLLOWING:

• Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.)
• Determines a guest's reservation status and identifies how long the guest will stay
• Helps guests complete registration and then assigns rooms accommodating special requests whenever possible
• Verifies the guest's method of payment and follows established credit-checking procedures
• Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel
• Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work
• Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel
• Presents options and alternatives to guests and offers assistance in making choices
• Knows the location and types of available rooms as well as the activities and services of the property
• Assists in pre-registration and blocking of rooms for reservations
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures
• Knows room locations, types of rooms available, and room rates
• Understands room status and room status tracking
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
• Takes same day reservations and future reservations when necessary
• Knows cancellation procedures
• Generates secure room cards
• Knows how to use front office equipment
• Posts Suite Shop purchases to guest folios
• Posts and files all charges to guest, master, and city ledger accounts
• Follows procedures for issuing and closing safe deposit boxes
• Uses proper mail, package, and message handling procedures
• Reads and initials the pass-on log and bulletin board daily
• Is aware of daily activities and meetings taking place in the hotel
• Attends department meetings
• Coordinates guestroom maintenance work with the engineering and maintenance division
• Reports any unusual occurrences or request to the manager or assistant manager
• Knows all safety and emergency procedures
• Is aware of accident prevention policies
• Maintains the cleanliness and neatness of the front desk area
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts

Emotional Intelligence

• Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
• Engage every guest in conversation and recognition
• Resolve any guest issue immediately
• Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests
• Ability to anticipate guests' needs
• Represents the hotel to the guest throughout all stages of the guest's stay
• Embraces and respects diversity and multicultural environment

Skills

o Excellent communication; orally and written

• Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds
• Able to stand, sit, and walk, for more than 4 hours

Education

• Background screening for previous criminal history
• Employment may be contingent upon at least 80% score on test on hotel's reservations system (PMS) after training
• At least high school diploma or G.E.D.

Strengths

o Mathematical; statistical

o Social

• Speaks in guests' preferred language
• Hotel is a smoke-free property
• Creativity
• Organizational
• Administrative
• Sales
• Curious about the world and people

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. Any other task that you are asked to perform by your supervisor needs to be completed by you regardless to your job duties.