Guest Service Agent

3 months ago

Northport, United States The Northport Hotel Full time
Job DescriptionJob DescriptionJob Summary:

The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Qualification Standards:

Education & Experience:
  • College coursework in a related field is helpful.
  • Experience in a hotel or a related field preferred.
  • High School diploma or equivalent required.
  • Computer experience is required.
  • Being Multilingual helpful
  • Enjoys seeking out and creating memorable experiences.
  • Shares the cultural belief that teamwork delivers results.
  • Loves to SMILE
Physical requirements:
  • Ability to work required full-time shift.
  • Light work - Exerting up to 15 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during the entire shift.
General Requirements:
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with the Northport Hotel policies
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with the Northport Hotel standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Must be able to handle cash and credit card transactions.
  • Must be able to work with computer software systems.
  • Must be able to show initiative, including anticipating guest or operational needs.
Duties and Functions:

Fundamental Requirements:
  • Greet and welcome all guests approaching the Front Desk in accordance with the Northport Hotel company standards.
  • Maintain proper operation of the PBX phone console and ensure that all hotel standards are met (if applicable).
  • Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
  • Ensure logging and delivery of packages, mail and messages to guests.
  • Review Front Office log and Trace Files daily.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Follow all cash handling and credit policies.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with all in-house groups.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology.
  • Have knowledge of emergency fire safety procedures and assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio (Relay) etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk PMS computer system.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for closing of shifts according to hotel standards.
  • Maintain a clean work area.
  • Assist guests with luggage storage.


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