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Guest Service Agent

4 months ago

Des Plaines, United States UnitedService Companies Full time
Job DescriptionJob Description

Position Purpose

The Guest Service Agent performs all reception area duties such as greeting guests, answering guest questions, checking guests in and out of guestrooms, answering phones, and booking reservations. The Guest Service Representative also maintains the cleanliness and organization of the reception/office area.


Essential Duties and Responsibilities

The following represents a list of essential duties and responsibilities; other duties may be assigned as required.

  • Welcomes hotel guests and visitors with a warm smile and a professional demeanor before determining the reason for their visit and assisting them accordingly.
  • Answers all incoming calls promptly and professionally, maintaining a positive attitude while assisting the caller. If unable to help the caller, accurately determine the proper department/person to transfer the caller to or take and relay a message.
  • Enters and/or update data related to guest registration, billing, guestroom assignment, or cancellations.
  • Handles all guest requests within reason (e.g. making restaurant reservations, booking car service, recommending local attractions, making arrangements, etc.)
  • Maintains and controls room inventory and availability.
  • Possesses knowledge of the hotel's credit policies.
  • Possesses knowledge of hotel products, rates, and special programs.
  • Distributes guests' mail and packages.
  • Completes "bucket checks" each shift.
  • Completes checkout procedures for guests.
  • Balances all departments' accounts and completes all required back-up documents.
  • Maintains security of guest keys and cash drawer; counts and verifies the cash at the end of each shift.
  • Monitors guest accounts and notifies supervisor of any extreme changes to any guest account or suspicious actions by guests.
  • Runs a detailed shift audit by employee, and balances daily work to computers.
  • Resolves guest requests and complaints in cooperation with appropriate departments.
  • Possesses knowledge of, and uses, emergency procedures.
  • Communicates all guest and employee issues with MODs.
  • Maintains cleanliness and organization of Reception Area.
  • Performs maintenance duties and coordinates with housekeeping and maintenance staff.

Other Duties

  • Opens and closes the hotel as needed.
  • Participates in hotel MOD program if recommended.
  • Perform special projects and other responsibilities as assigned.
  • Perform other duties as requested by management.

Managerial Responsibilities

  • No direct reports.

Minimum Required Technical Skills and Qualifications

  • Proficient in Microsoft Office applications suite.
  • Excellent people skills and possesses a positive, outgoing, and naturally curious personality.
  • Ability to work productively with other employees as part of a team.
  • Demonstrate a high-level of proficiency with computers.
  • Ability to be a clear thinker in pressure situations and exercise good judgment. Remain calm and courteous in demanding and difficult customer situations.
  • Ability to handle obstacles in a positive and professional manner and to effectively communicate these problems, along with suggested solutions.
  • Ability to work a flexible workweek including nights, weekends and holidays.

Education/Certifications/Licensure/Experience

  • High School Diploma or GED.
  • Previous hotel front desk experience.
  • Previous guest relations training.
  • Experience in hospitality industry in similar position, preferred.

Language Skills

  • Excellent reading, writing, and oral proficiency in the English Language.

Physical Demands

The physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to continuously stand for extended periods of time.
  • Use of hands, fingers, and forearms to operate computer is repetitive.
  • Occasional sitting for completion of paperwork.
  • Ability to push/pull cart as needed.
  • Ability to lift or move objects up to 50 lbs.
  • Standing and walking is continuous for 4-5 hours at a time.
  • Standing, walking, bending, kneeling, and ascending and descending stairs are repetitive movements.