Guest Service Agent

POSITION SUMMARY Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.
ORGANIZATIONAL SCOPE: Position is responsible for exceptional customer service in order to generate revenue.
ESSENTIAL FUNCTIONS Handle guest registration and room assignments, accommodating special requests whenever possible.
(10%) Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
(16%) Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
(50%) Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
(21%) Cancel room reservations according to procedures.
(2%) Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance.
(1%) Show guests to room assisting them with their luggage.
(45%) Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions.
(15%) Check luggage for hotel guests both for day and overnight.
(15%) NON-ESSENTIAL FUNCTIONS Inventory guest room keys according to policy and request re-keying as necessary.
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Qualifications Knowledge and Skills: Education:High school education or equivalent experience.
Experience:Three months to one full year of employment in a related position with this company or other organization(s).
Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel.
Working knowledge is generally learned on-the-job.
Requires knowledge of and ability to operate computer equipment and the reservations system.
Ability to read and speak English.
Second language is preferred.
No.
Of employees supervised: None.
Travel Required:None.
Hours Required: 8 hour shift; scheduled days and times may vary based on need.
Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
Must be able to lift up to 60 lbs.
and push or pull a minimum of 120 lbs.
, of various sizes of luggage, packages, coolers and boxes.
Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.
Must be able to lift up to 60 lbs.
and push or pull a minimum of 120 lbs.
, of various sizes of luggage, packages, coolers and boxes.
Mobility Describe the type(s) of mobility required to include distances and % of time involved.
Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.
Continuous Standing Describe the reasons to include time period and frequency.
Continuous standing 95% of time.
Climbing Stairs Up to approx.
120 steps 10% of 8 hour shift.
Hearing: Moderate Explain: One-on-one communication with guests.
Vision: Moderate Explain: Read reports, verify reservations, work with computers.
Speech: Moderate Explain: One-on-one communications with guests.
Literacy: Critical Explain: Read reports, reservations, analyze, investigate.
Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.
Brass/glass cleaner.
No special handling required.
Protective Clothing: None Required.
Equipment Operation List type of equipment and frequency of use.
Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.