Guest Services Agent

Shifts will occur between the hours of 7AM and 8PM, 8 hours shift, weekends and holidays included.

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Process Re:fuel purchases and orders.

JOB DUTIES

• Maintain complete knowledge at all times of:

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``` - - All hotel features/services, hours of operation. - All room types, numbers, layout, decor, appointments, and location. - All room rates, special packages, and promotions. - Daily house count and expected arrivals/departures. - Room availability status for any given day. - Scheduled in-house group activities, locations, and times. - All hotel and departmental policies and procedures.

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``` - Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure. - Meet with supervisor to review daily assignments and priorities. - Meet with departing Front Desk Agent to review business status and follow up items. - Access all function of computer system according to established procedures and standards. - Set up workstation with necessary supplies; maintain cleanliness throughout shift. - Answer department telephone within three rings, using correct greeting and telephone etiquette. - Promote positive guest relations to all individuals approaching the Front Desk. - Accommodate all requests for information in a congenial manner. - Processes all guest check ins according to established hotel standards. - Maintain guest history files on all guests. - Communicate VIP arrivals to designated personnel for escort and delivery of amenities. - Handle guest complaints, ensuring guest satisfaction. - Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction. - Offer detailed information on the voice mail system to callers and guests wishing to leave message. - Accept and record wakeup call requests. - Document and confirm reservations and cancellations. - Block rooms in the computer and follow through on designated requirements. - Pre-register designated guests and prepare key packets. - Process all check outs according to established hotel requirements. - Adhere to all cashiering procedures.

MINIMUM REQUIREMENTS

• High school graduate or equivalent
• Previous experience in hotel front office.
• Must be able to clearly communicate in English with guests, visitors, management, and coworkers to their understanding, both in person and by telephone.
• Must be able to provide legible communication and directions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team

Phila BST