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Guest Service Agent

3 months ago

Hammond, United States Fairfield Inn & Suites Chicago SoutheastHammond, IN Full time

**Reports To**: Front Office Manager, General Manager

**Requirements**:

- High school diploma or equivalent
- Ability to speak fluent English
- Stand for long periods of time behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds.
- Handling objects, products, and computer equipment
- Willing to work weekends, and/or holidays.

**General Responsibilities**:

- Provide prompt, friendly, courteous, and professional guest service.
- Ability to perform check-in / check-out of hotel guests in a timely and professional manner
- Act as the Manager on Duty (MOD) when scheduled.

**Specific Responsibilities**:

- Register guests, issue room keys, provide information on hotel services, local area and room location.
- Answer phones in a prompt and courteous manner.
- Upsell rooms where possible to maximize hotel revenue.
- Be proficient on the use of the Property Management System.
- Completion of all brand trainings for their discipline. Required to log on to Brand Portal, know and learn the brand requirements needed for their position.
- Have a good understanding of all of hotel operating procedures.
- Accurately process all cash and credit card transactions in accordance with the established procedures.
- Administrative responsibilities such as data entry, reporting etc.
- Respond appropriately to guest complaints and guest requests and make appropriate service recovery actions to ensure total guest satisfaction.
- Perform other duties as assigned including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports.
- Read and document all events, incidents in the communication log.
- Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
- Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees.
- Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
- Be willing and able to work any shift.
- Have complete knowledge of room types and offered rate plans.
- Fully understand the hotel’s franchise policy on guaranteed reservations and no
- shows.
- Process cancellations and modifications to reservations.
- Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
- Promote teamwork and quality service through daily communications and coordination with other departments.

**Optimum Attributes**:

- Effective communication skills
- Pleasant personality
- Good team player
- Good listener
- Well-groomed and professional appearance
- Open with praise and discrete with criticism

**Performance Standards**: