Guest Service Agent

Service Agent

Background and Skill - High School diploma or equivalent preferred. Previous customer service experience or equivalent training required. Knowledge of PMS systems preferred.

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Growth Path:

• Front Desk Supervisor or Sales Coordinator
• Front Office Manager or Sales Manager

Focus:

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Work Environment and Context:

Work schedule varies and may include working on holidays, weekends and alternate shifts. Requires standing for extended periods, walking, pushing, regularly lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.