Guest Service Agent

2 months ago

Hopewell, United States Kalyan Hospitality LLC Full time

Guest Service Agent delivers exceptional customer service. Handle the requests and transactions of the hotel guests, and coordinate with other departments, as necessary.

**ESSENTIAL FUNCTIONS**:

- Efficiently check guests in and out of the hotel.
- Listens to, anticipates, and fulfills guest needs.
- Provide information to guests about hotel services, facilities, and other amenities
- Take, modify, and cancel guest reservations, noting any special requests.
- Follow established yield management procedures maximizing rate and occupancy daily.
- Post phone charges, valet charges, and other miscellaneous charges to guest accounts.
- Balancing shift work and cash drawers.
- Administer hotel guest payment policies.
- Handle hotel phone system, transfer calls. Take messages for guests, as well as hotel staff.
- Assist in the verification, balancing and revenue maximization of hotel?s room/suite availability.
- Track and input all sales group bookings, occupancy levels and statistics, corporate statistics, and any other special statistical information as requested.
- Coordinate with other departments to fulfill special guest requests.
- Communicate hotel facilities and services to guests at check in.
- Answer guest questions regarding local area facilities.
- Responsible for shift cash transactions.
- Responsible for maintaining hotel key security system.
- Follow proper key control procedures for issued keys.
- Administer guest safe deposit boxes.
- Know and follow hotel emergency procedures.
- Remain aware of any and all potential security problems and report appropriately.
- Inform Housekeeping of dirty rooms/suites as they become available.
- Update room status as Housekeeping notifies the Front Desk of changes.
- Distribute mail and faxes to guest boxes as well as hotel staff.
- Stock and encourage sales in the sundry shop.
- Maintain an inventory of special guest service items, such as cribs, irons, etc.
- Track status of room/suites used for site tours and room/suites in maintenance.
- Notify Housekeeping and Maintenance of any reported problems with rooms/suites or grounds.
- Practice safe work habits.
- Maintain coffee availability in lobby.
- Drive defensively and safely when driving the hotel van. Always wear your seat belt. Use the van only for company business.
- Attend and participate in monthly department meetings.
- During any Health Emergency, any associate performing work in the hotel public space will adhere to strict cleaning and social distancing guidelines.
- Carry out any reasonable request by Management.

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