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guest service agent

Posted on December 06, 2024 by Employer details Super 8 Windsor

Job details

*JOB SUMMARY:* The main functions of the Guest Services Agent are to check guests into and out of the hotel, and operate the switchboard to ensure efficient communication within, to, and from the hotel. The Guest Services Agent must maintain a welcoming attitude and welcome all service questions and requests. *ACCOUNTABILITIES: * The Guest Services Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests, collecting monies for services rendered during a guest stay, routing all calls appropriately and politely, taking messages accurately, handling fax transmissions appropriately, and for meeting many other guest needs during their stay. QUALIFICATION STANDARDS *EDUCATION & EXPERIENCE:* * Experience in a hotel or a related field preferred. * High School diploma required. * College degree preferred. *TOOLS & EQUIPMENT:* * Computer systems, office equipment, hotel software, telephone, credit/debit approval machine, 2-way radios, pager systems, switchboard. *PHYSICAL REQUIREMENTS:* * Long hours sometimes required. * Light to Medium work ? Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. *MENTAL REQUIREMENTS:* * Must be able to convey information and ideas clearly. * Must be able to evaluate and select among alternative courses of action quickly and accurately. * Must maintain composure and objectivity under pressure. * Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. * Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need. * Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. * Must be able to work with and understand financial information and data, and basic arithmetic functions. DUTIES & FUNCTIONS *ESSENTIAL:* * Approach all encounters with guests and employees in a friendly, service-oriented manner. * Maintain regular attendance in compliance with Pacrim Hospitality standards, as required by scheduling which will vary according to the needs of the hotel. * Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working. * Comply at all times with Pacrim Hospitality standards and regulations to encourage safe and efficient hotel operations. * Check guests into or out of the hotel. * Confirm credit and payment method at check in. * Confirm full payment at check out. * Log all requests and confirm completion. * Direct guests to daily functions within the hotel/local area * Review PMS inventory and house count for availability and rates. * Book/modify/cancel reservations for day of arrival or future stays. * Post charges for hotel outlets as required. * Balance and prepare individual paperwork for closing shift. * Maintain and market special guest programs. * Handle incoming/outgoing calls. * Take and deliver messages. * Be familiar with guest privacy and confidentiality. * Operate switchboard and 2-way radio and cell phones. * Provide information about hotel and local area. * Assist with baggage handling and room deliveries as required * Be familiar with and knowledgeable of all rates, packages and experiential tours available to our guests and the processes involved in handling these inquiries. * Know emergency procedures. * Perform call accounting. *MARGINAL:* * Run copies and charge guests as needed. * Send faxes and charge as needed. * Run daily arrival report and mark registration cards for special requests. * Review changes in Policy and Procedure. * Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt. * Stock and clean work space for next shift. * Prepare key check