SUMMARY:

Under the general guidance and supervision of the Guest Services Manager, the Guest Service Agent is responsible to ensure guest satisfaction by dealing with guests in a pleasant, efficiently, courteous, and professional manner, answering any questions and following up on requests and problems promptly. It is also the responsibility of the Guest Service Agent to efficiently handle any function of the front office from the reception.
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• Accurately registers all guests arriving at the hotel in compliance with hotel credit and identification policy.
• Performs credit card verifications; when declined contacts guest for alternative payment arrangements.
• Room block all VIP’s, group and special requests.
• Ensures that the VIP list and room service requisitions are accurate and complete, then distributes.
• Operates the front office computer system, posts all guests charges and payments, incurred during the shift and balance shift totals by department to backup documents.
• Prepares guest keys using key envelopes and/or room slips.
• Ensures all guest registration cards and credit cards are correctly completed and filed by room number.
• Checks all credit cards using point-of-sale authorization terminals and cancellation bulletins and obtains authorization for those accounts which have exceeded house floor limits.
• Maintains cashier float as supplied, provides currency exchange for guests and efficiently prepares cash deposit.
• Reports overages and shortages on a daily basis. Responsible to present and/or return float intact upon request.
• Communicates with housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stayovers and room changes.
• Issues and controls safety deposit boxes to guests in accordance with hotel procedures.
• Mails any delayed guest charge receipts.
• Assists with room reservations and switchboard operation when necessary.
• Works to attain the best occupancy and average daily rate possible, assessing the guests and attempting to upsell.
• Negotiates rates within parameters set by the FOM.
• Reports to supervisors any guest complaints or security issues.
• Records and enters all wake-up calls and ensures they are given at the correct time to the correct room.
• Reports any equipment malfunction, emergency situations or suspicious persons to the supervisor.
• Handle all guest inquiry or complaints in an efficiently and reports any guest complaints to supervisor immediately if he/she cannot handle it personally.
• Ensures guest satisfaction.