Guest Services Agent

Guest Services Agent

Shifts will occur between the hours of 7AM and 8PM, 8 hours shift, weekends and holidays included.

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Process Re : fuel purchases and orders.

JOB DUTIES

• Maintain complete knowledge at all times of :
• All hotel features / services, hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals / departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• All hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
• Meet with supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all function of computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Process all guest check ins according to established hotel standards.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Handle guest complaints, ensuring guest satisfaction.
• Document all guest requests, complaints, or problems immediately and notify designated department / personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Accept and record wakeup call requests.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Process all check outs according to established hotel requirements.
• Adhere to all cashiering procedures.

MINIMUM REQUIREMENTS

Phila BST