Guest Service Agent

The duties and responsibilities for the Guest Service Representative include, but are not limited to the following: 

• Create a welcoming environment for our guests. 
• Register guests and assign rooms, accommodating special requests whenever possible. 
• Complete pre-registration and blocking of rooms for reservations/guest arrival. 
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures. 
• Understand room status and room status tracking. 
• Know room locations, types of rooms available, and room rates. 
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  • Use suggestive selling techniques to sell rooms and to promote other services of the hotel. 
   
  • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms. 
   
  • Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures. 
   
  • Process guest check-outs. 
   
  • Post and file all charges to guest, master, and city ledger accounts. 
   
  • Work closely with all hotel departments to improve service delivery and efficiency. 
   
  • Use proper telephone etiquette. 
   
  • Coordinate guestroom maintenance work with the engineering and maintenance division. 
   
  • Report any unusual occurrences or requests to the manager or supervisor. 
   
  • Know all safety and emergency procedures, is aware of accident prevention policies. 
   
  • Ensure the work environment is tidy and well organized at all times (lobby). 
   
  • Adhere to all health and safety guidelines and standards.