Guest Services Agent

Essential Duties & Responsibilities

• Guest Interaction:
  • Greet, register, and assign rooms to guests
  • Issue room keys and provide escort instructions
• Communication & Administration:
  • Date stamp, sort, and rack incoming mail and messages
  • Transmit and receive telephone messages
  • Answer inquiries regarding hotel services, dining, shopping, and local attractions
• Financial Transactions:
  • Compute bills, collect payments, and make change
  • Post charges such as room, food, liquor, or telephone expenses to guest ledgers
• Reservations & Coordination:
  • Make and confirm reservations
  • Arrange restaurant, transportation, entertainment reservations, and tours
• Security & Miscellaneous:
  • Deposit guests' valuables in the hotel safe or safe deposit box
  • Perform additional duties as assigned

Key Competencies

• Customer Service:
  • Effectively manage difficult or emotional situations
  • Respond promptly to guest needs and feedback
• Ethics & Integrity:
  • Treat guests with respect and uphold organizational values
  • Maintain confidentiality and trust
• Organizational Support:
  • Adhere to policies and procedures
  • Complete administrative tasks accurately and on time
• Dependability:
  • Follow instructions and meet commitments
  • Demonstrate flexibility by working long hours when necessary

Qualifications

• Experience & Education:
  • 2-3 years of related experience and/or training, or equivalent combination of education and experience
  • Associate's degree (A.A.) or equivalent from a two-year college or technical school
• Technical Skills:
  • Proficiency with Microsoft Office (Word, Outlook, Excel)
  • Familiarity with graphic design software, scheduling, and reservations systems
• Communication & Interpersonal Skills:
  • Active listening, clear speaking, and effective reading comprehension
  • Strong critical thinking and social perceptiveness