Guest Service Agent

2 months ago

Burbank, United States Quality Inn Burbank Airport Full time

Reports To:    Front Office Manager, General Manager

Requirements: 

High school diploma or equivalent Ability to speak fluent English Previous Hospitality experience preferred Excellent communication and customer service skills Ability to work flexible hours, including nights and weekends. Proficiency in hotel management software Stand for long periods of time behind the desk and front office areas Carrying or lifting items weighing up to 50 pounds. Handling objects, products, and computer equipment Willing to work weekends, and/or holidays. This is a hybrid role designed to provide flexibility for our team and ensure consistent coverage across all shifts.

General Responsibilities: 

Provide prompt, friendly, courteous, and professional guest service. Ability to perform check-in / check-out of hotel guests in a timely and professional manner Act as the Manager on Duty (MOD) when scheduled.

Specific Responsibilities: 

Register guests, issue room keys, provide information on hotel services, local area and room location. Answer phones in a prompt and courteous manner. Upsell rooms where possible to maximize hotel revenue. Be proficient on the use of the Property Management System. Completion of all brand trainings for their discipline. Required to log on to Brand Portal, know and learn the brand requirements needed for their position.  Have a good understanding of all of hotel operating procedures. Accurately process all cash and credit card transactions in accordance with the established procedures. Administrative responsibilities such as data entry, reporting etc. Respond appropriately to guest complaints and guest requests and make appropriate service recovery actions to ensure total guest satisfaction. Perform other duties as assigned including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports. Read and document all events, incidents in the communication log. Ensure the proper appearance of the lobby and all public areas, including the breakfast area. Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees. Be proficient on the use of all front office equipment such as credit card machine, copier, and fax. Be willing and able to work any shift. Have complete knowledge of room types and offered rate plans. Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows. Process cancellations and modifications to reservations. Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates. Promote teamwork and quality service through daily communications and coordination with other departments.

Optimum Attributes: 

Effective communication skills Pleasant personality Good team player Good listener Well-groomed and professional appearance Open with praise and discrete with criticism

Performance Standards: 

Annual performance evaluations are subjected to contributions of measurable value to hotel metrics and goals.

Source: Hospitality Online

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