Guest Services Agent

Guest Services Agent

Guest Services Agent: Part-time; Full-time seasonal

Job Title: Guest Services Agent

Reports Directly to: Director of Hotel Operations

Job Overview: Acts as hotel ambassador to deliver superior customer service and ensure excellent guest experience. Responsibilities include registering guests, assigning rooms, accommodating special requests, answering telephones and exceeding guest expectations.

Responsibilities and Duties: Possess a working knowledge of the reservations department. Answer phone. Make hotel and restaurant reservations as requested. Knowledge of cancellation policies. Know room locations, types of rooms available, and room rates. Check in arriving guests. Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, and special requests. Coordinate guest room maintenance work with the maintenance division. Use selling techniques to up-sell rooms and to promote other services of the hotel as well as services of other company locations. Knowledge of events taking place in the hotel. Efficiently respond to guest requests. Report any unusual occurrences or requests to the manager on duty. Manage and efficiently resolve any guest complaints in a professional and courteous manner. Process guest check-outs and handle monetary transactions. Maintain customers’ privacy. Maintain a high level of professional appearance and demeanor. Perform other duties as assigned.

Requirements: Outstanding customer service skills. Excellent written and verbal communication skills. Strong time management and organizational skills. Knowledge of area attractions and special events. Ensure confidentiality of guest information. Ability to learn safety, emergency, and accident prevention policies and procedures. Skilled in the use of front office equipment. Knowledge of proper telephone etiquette. Ability to work a flexible schedule, including nights, weekends and holidays. Minimum 1 year hotel Guest Services experience required. Knowledge of Opera reservation system preferred.