JOB OVERVIEW

As a Guest Service Agent, you are the face of the hotel, serving as the primary point of contact for guests from their arrival to departure. Your role is pivotal in shaping the guest’s experience, ensuring their stay is enjoyable, comfortable, and memorable. You will handle various tasks, from administrative duties to exceptional customer service.
It’s important to remember that your ability to manage guest interactions with professionalism, efficiency, and warmth directly influences the hotel’s reputation and guest satisfaction.
Your day-to-day activities will involve greeting and assisting guests, managing reservations, and addressing inquiries and complaints. You will coordinate with various departments to fulfill guest requests and resolve issues promptly. In this role, you must maintain a positive and helpful attitude, directly contributing to guest satisfaction. You must also demonstrate a deep understanding of the hotel’s offerings, local attractions, and operational procedures.

EDUCATION:

• High school diploma or equivalent required.
• Degree/certification in hospitality preferred.

EXPERIENCE:

• Prior experience in customer service or hospitality preferred.
• Familiarity with PMS is a plus.

SKILLS:

• Communication: Strong verbal and written communication skills.
• Technical Proficiency: Comfortable using hotel systems and basic computer applications.
• Multitasking: Able to prioritize and manage multiple tasks.
• Problem-Solving: Calm and professional in addressing guest concerns and providing solutions.

PHYSICAL REQUIREMENTS

• Ability to stand for entire shift.
• Lift/carry light to moderate weights (e.g., luggage).
• Perform manual tasks requiring dexterity.
• Exert up to 20 pounds occasionally; negligible amounts frequently or constantly.

RESPONSIBILITIES AND DUTIESGUEST ARRIVAL AND CHECK-IN

• Warm Welcome: Greet guests with a friendly smile and a welcoming demeanor as they arrive. If needed, help with their luggage.
• Check-In Process: Efficiently handle check-in by verifying reservation details, confirming guest identification, and entering information into the PMS. Assign rooms based on guest preferences. Utilize Quore, Kipsu, and Nor1, where applicable.
• Orientation: Inform guests about the hotel’s facilities, amenities, and services. Explain the hotel’s layout, including emergency exits and key areas such as the restaurant, pool, and fitness center.

ADMINISTRATIVE DUTIES

• Record-Keeping: Maintain accurate guest records while ensuring compliance with data protection regulations.
• Financial Transactions: Process payments, manage transactions, and handle billing inquiries and refunds accurately.
• Reporting: Prepare and review reports related to guest activity, occupancy, and financial transactions. Resolve discrepancies.