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/Night Auditor 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.
• 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.