JOB OVERVIEW
The Guest Service Agent will represent the hotel to the guest throughout all stages of the guest stay.
He/She will help guests during check-in and check-out, assign rooms, accommodate special requests whenever possible, answer the phones, and assist with room reservations.
RESPONSIBILITIES:
Register guests and assign rooms.
Accommodate special requests whenever possible.
Assist in preregistration and blocking of rooms for reservations.
Thoroughly understand and adhere to proper credit and cash handling policies and procedures.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Use suggestive selling techniques to sell rooms and promote other services of the hotel.
Coordinate room status updates with the housekeeping department by notifying them of all check-outs, late check-outs, early check-ins, special requests, and day-use rooms.
Possess a working knowledge of the reservations department, take same-day reservations and future reservations when necessary, and know cancellation procedures.
Maintain guest room key storage and supervise access to safe deposit boxes.
Process guest check-outs.
Perform cashier-related functions like posting charges to guest accounts, raising paid outs, and currency exchange.
Follow procedures for issuing and closing safe deposit boxes used by guests.
Work closely with the housekeeping department in keeping room status reports up to date and coordinate requests for maintenance and repair work.
Use proper telephone etiquette.
Perform cashiering tasks like bill/invoice settlement, posting charges to the guest, paid outs, and foreign currency exchange.
Use proper mail, package, and message handling procedures.
Read and initial the daily log and bulletin board, and be aware of daily activities and meetings taking place in the hotel.
Attend department meetings.
Report any unusual occurrences or requests to the Operations Manager or Assistant Manager.
Know all safety and emergency procedures, and be aware of accident prevention policies.
Maintain the cleanliness and neatness of the front desk area.
Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
QUALIFICATIONS & REQUIREMENTS
Possess a certificate or diploma in hospitality, tourism, or a related discipline.
Preferably minimum 1 year working experience in hotel-related or customer service-related positions.
Team player who is organized and able to work independently.
Outstanding communication and people skills.
Detail-oriented and strong customer service skills.
Well-groomed and professional disposition.#J-18808-Ljbffr