Guest Service Agent

4 weeks ago

North Charleston, United States Lowcountry Hotels Full time
Job DescriptionJob DescriptionHoliday Inn Express & Suites Charleston Airport Convention Center are seeking individuals to join an outstanding team. Potential Candidates must be a energetic, warm, upbeat, outgoing, and have the willingness to provide the best guest service.

The Front Desk agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests; the Breakfast Attendant will serve a hot breakfast in a timely manner, helping guests to have a memorable experience at our Hotel.

Front Desk Agent

The Front Desk is often the first point of contact and the first impression for guests. The goal of the front desk agent is to ensure every guest has a wonderful stay in order to maintain guest loyalty and guest satisfaction.

Essential Duties/ Responsibilities

Front Desk Agents will:

  • Welcome guests in a warm, friendly, professional manner
  • Check guests in, issue room keys, provide information on hotel services and room location
  • Check guests out, including resolving any late or disputed charges
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximize hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Accurately process all cash and credit card transactions using established procedure
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Performing courtesy call backs to guests inquiring into their stay and room appearance
  • Attend all monthly and required hotel meetings
  • Must be able to cross train
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the manager on duty
  • May routinely book reservations for individuals/guest by phone or within the hotel; process cancellations, revisions, and update guest preferences.
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Problem solving, reasoning, motivating and training abilities are often used
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays

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