Guest Service Agent

GUEST SERVICE AGENT
 
Reports to: Front Office Manager
 
Guest Service Agent serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.
 
Duties include:
• Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys
• Also follow brand standards for checking in elite members
• Check out guests at end ofstay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill
• Handle incoming guest phone reservations
• Answer inquiries pertaining to hotel services; gives entertainment suggestions and travel directions
• Handle all guest complaints or problems to exceed the guest expectations
• Handle all guest service requests, makes changes as necessary
• Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages
• Keep records of room availability and guest’s accounts. Operates front desk software
• Maintain a balanced cash/billing drawer
• Maintain and takes responsibility for all cash and credit card transactions during working hours
• Complete any necessary accounts receivable and direct billing tasks
• Follow brand standards when processing guests’ stays based on brand point system
• Welcome guests and respond to requests in a prompt and professional manner
• Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment • Use suggested selling techniques to sell rooms and to promote other services of the hotel
• Coordinate room status updates with housekeeping department
• Know how to use office equipment
• Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance
• Know all safety and emergency procedures
• Maintain awareness of all rates and incoming rate codes
• Communicates with the previous and following shifts
• Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are in the Property Management system
• Ensure compliance with energy conservation and job safety requirements
• Proactively maintain assigned areas and equipment
• Ensure efficient completion of daily assignments in a timely manner
• Report all safety concerns to management
• Attend and participate in all mandatory trainings and meetings
• Flexible with schedule and assignments
• Maintain effective performance under pressure
• May perform similar duties as requested by supervisor
 
Requirements:
• Good customer service skills
• Ability to work independently and with others
• Good communication skills
• Ability to lift/carry up to 25 lbs.
• Ability to give and follow verbal and written instructions
• Attention to detail
• Ability to multi task
• Displays good initiative
• Must be able to work flexible schedule, including weekends and various shifts
 
Additional Front Desk Duties of Hyatt Properties:
• Prepare, set up, stock, take down, clean and provide quality beverages and food products consistently for all guests by adhering to all recipe and presentation standards.
• Be knowledgeable of the operation of the POS system.
• Assist guests with food orders and serve food and beverage items to guest in a friendly, professional and timely manner.
• Maintain a clean, organized environment for guests by clearing tables during serve.
• Use suggestive selling techniques
• Must hold all mandatory certificates based upon brand and area requirements