$14.75 - $18.75/hr
Full-time
Posted 17 days ago
Job description
TITLE: Guest Service Agent
DEPARTMENT: Front Office
REPORTS TO: Front Desk Manager
1. SUMMARY:
The main function of the Little America Hotel Guest Service Agent is to provide customer service in the friendliest and most professional manner possible.
2. TASKS:
The tasks that are essential to perform the functions of this position are:
- Check hotel guests in.
- Ensure accuracy and completeness of guests’ registration.
- Determine guests’ desired method of settlement for hotel stay and incidentals.
- Check hotel guests out.
- Verify accuracy and completeness of hotel bill, and ensure settlement.
- Perform duties of Hotel Operator.
- Establish room reservations for guests.
- Be familiar with the hotel’s sales strategy and with the assignment of rooms.
- Respond to guests’ inquiries in a friendly and professional manner.
- Offer guests personal assistance, whenever possible.
- Assist in maintaining a neat and professional looking front office.
- Perform other duties as required by business demands, or by supervisor/manager.
3. PHYSICAL DEMANDS:
- Ability to express and exchange ideas verbally.
- Ability to be subject to substantial repetitive motions of the body or its parts.
- Ability to stand for the entire shift.
- Accurate computer entry by touch.
Gift Shop job description available in HR
Frequently asked questions
Q: What skills or qualities help someone succeed as a Guest Services Agent?
A: To succeed as a Guest Services Agent, key technical skills include proficiency in customer relationship management software, knowledge of hotel operations and policies, and effective communication skills to handle guest inquiries and resolve issues. Soft skills such as empathy, active listening, and problem-solving abilities are also crucial, as they enable Guest Services Agents to provide personalized support and maintain a positive guest experience. By combining these technical and soft skills, Guest Services Agents can deliver exceptional service, build strong relationships with guests, and contribute to a positive reputation for the organization, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a Guest Services Agent?
A: A Guest Services Agent's typical career progression involves starting as an entry-level representative, providing exceptional customer service and resolving guest complaints, before advancing to mid-level roles such as Guest Services Supervisor or Team Lead, where they oversee daily operations and train junior staff. As they gain experience, they can move into senior positions like Guest Services Manager or Director, where they develop and implement service standards, manage budgets, and lead cross-functional teams. With strong leadership and customer service skills, Guest Services Agents can also transition into related roles like Hotel Manager, Operations Manager, or even start their own hospitality-related businesses.
