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Guest Service Agent

4 months ago

Durham, United States Hotel Durham LLP Full time
Job DescriptionJob DescriptionDescription:

POSITION SUMMARY:

Represents the hotel to the guest throughout all stages of the guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay. Helps guests’ complete registration cards and then assigns rooms, accommodating special requests whenever possible.

Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.


Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage.

Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property. Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out’s, etc.


DUTIES AND RESPONSIBILITIES:

  • Register guests and assigns rooms. Accommodates special requests whenever possible.
  • Assists in preregistration and blocking of rooms for reservations.
  • Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available, and room rates.
  • Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
  • Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
  • Takes room reservations. Knows cancellation procedures.
  • Knows how to use front office equipment.
  • Process guest check-outs.
  • Performing cashier related functions like posting charges to guest accounts, raising paid outs.
  • Uses proper telephone etiquette.
  • Uses proper mail, package, and message handling procedures.
  • Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
  • Attends department meetings.
  • Reports any unusual occurrences or requests to the manager or assistant manager.
  • Knows all safety and emergency procedures, Is aware of accident prevention policies.
  • Maintains the cleanliness and neatness of the front desk area.
  • Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.


Requirements:

QUALIFICATIONS:

  • A commitment to providing outstanding customer service.
  • Basic knowledge of office equipment required to perform the job.
  • Ability to establish and maintain effective working relationships with co-workers and leaders.
  • Strong problem-solving skills
  • Capable of seeing a task through to completion
  • Strong organizational skills
  • Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus.


EDUCATION:

High School diploma, general education degree or international equivalent required.


EXPERIENCE:

Minimum of (1) one year of Customer Service experience, preferably in a resort/hotel Front Office environment


LANGUAGE SKILLS:

Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus.


PHYSICAL ABILITY:

  • Ability to be on your feet and alert for extended periods of time.
  • Ability to lift up to 35 lbs. as needed.
  • Continuous use of hands and arms
  • Continuous bending, reaching, and twisting.
  • Maintains strong personal image and uniform standards.