Guest Service Agent

JOB REQUIREMENTS:

1. Completion of a two-year apprenticeship program in front desk operations or hotel management preferred
2. 1 year of experience as a Hotel Front Desk Clerk Preferred
3. Experience in all aspects of customer service and people management
4. Strong working knowledge of accounting practices and principles
5. Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
6. Exceptional conflict resolution, negotiation, and objection handling skills
7. Able to effectively communicate both verbally and in writing
8. High level of proficiency with Microsoft and Maestro software packages

DUTIES:

1. To provide a warm, welcoming and friendly environment
2. Responsible for checking guests in and out of the Hotel.
3. Luggage assistance
4. Issues room keys, pamphlets, discount cards, etc.
5. Answers various questions from guests and arranges transportation for guests.
6. Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
7. Book telephone reservations
8. Computes bills, collects payment and makes change for guests.
9. Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
10. Print updated in-house, arrival, departure, and room status reports every two hours
11. Check all unresolved departures.
12. Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
13. Write all wake-up call requests on specified form and enter on switchboard.
14. Complete welcome calls.
15. Clean and tidy front desk area.
16. Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
17. As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
18. Provide information to staff and/or clients about special activities.
19. Observe and report any security issues to the Manager.