Guest Service Agent

1 month ago

Houston, United States HRI DEVELOPMENT Full time

JOB DESCRIPTION

Job Title: Guest Service Agent

Division: Front Office

Supervision Exercised: NONE

Supervision Received: Front Office Supervisor and Front Office Manager

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

JOB DUTIES
•Maintain complete knowledge at all times of:
•All hotel features, services, hours of operation.
•All room types, numbers, layout, decor, appointments and location.
•All room rates, special packages and promotions.
•Daily house count and expected arrivals/departures.
•Room availability status for any given day
•Scheduled daily group activities.
•Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
•Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
•Meet with supervisor to review daily assignments and priorities.
•Meet with departing Front Desk Agent to review business status and follow up items.
•Access all function of computer system according to established procedures and standards.
•Set up work station with necessary supplies; maintain cleanliness throughout shift.
•Answer department telephone within three rings, using correct greeting and telephone etiquette.
•Promote positive guest relations to all individuals approaching the Front Desk.
•Accommodate all requests for information in a congenial manner.
•Process all guest check ins according to established hotel requirements:
•Confirm reservation in system and review all noted information
•For guests without a reservation, sell a room type as agreed upon
•Register guest in computer and generate a registration card
•Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
•Assign guest room
•Advise guest of any messages, mail, faxes, etc. received for them
•Inform guest of room safe and mini bar key and room key procedures
•Issue parking passes validate valet parking tickets and enter information in computer
•Communicate services and amenities included in packages to guests on packages
•Obtain proper identification for tax exempt guests and attach form to registration card
•Obtain guest signature for designated paperwork
•Obtain Bell Person to escort guest and transport their luggage to the room.
•Maintain guest history files on all guests.
•Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
•Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
•File registration cards and vouchers in bucket by room number.
•Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
•Accommodate room changes expediently.
•Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
•Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
•Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
•Offer detailed information on the voice mail system to callers and guests wishing to leave message.
•Accept and record wakeup call requests; deliver to PBX.
•Issue safe deposit boxes to guests and ensure security of keys.
•Distribute all guest and department mail.
•Monitor, send and distribute guest faxes.
•Document and confirm reservations and cancellations.
•Block rooms in the computer and follow through on designated requirements.
•Pre-register designated guests and prepare key packets.
•Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery).
•Generate, print and distribute daily and weekly reports.
•Resolve discrepancies on the room status report with Housekeeping.
•Match the bucket check to in house guest ledger report; report discrepancies to manager.
•Process all check outs according to established hotel requirements.
•Resolve any late charges
•Present folio to guest and resolve any disputed charges
•Settle guest accounts following Accounting procedures
•Retrieve guest room key from guest
•Request guest comments on their stay
•Process express check outs throughout the shift.
•Handle requests for late check outs according to established hotel procedures.
•Conduct group check ins and outs according to established hotel procedures.
•Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
•File guest room keys and ensure the safe keeping of keys at the Front Desk.
•Adhere to all cashiering procedures:
•Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges.
•Make change for guests
•Cash guests' personal checks/travelers checks.
•Post charges
•Settle room accounts
•Run closing reports
•Count bank at end of shift
•Complete designated cashier reports
•Balance receipts
•Drop receipts
•Secure bank
•Legibly document pertinent information in the log book

MINIMUM REQUIREMENTS
•High school graduate or equivalent
•Previous experience in customer service.
•Must be able to compute accurate mathematical calculations
•Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
•Must be able to provide legible communication and directions
•Ability to prioritize, organize and follow up
•Ability to work well under pressure of constant frequent arrivals and departures
•Ability to maintain confidentiality of all guests and hotel information
•Ability to ensure security of guest room access
•Ability to remain stationary at assigned post for extended periods of time
•Ability to work cohesively with other departments and coworkers as part of a team

BENEFITS: Free Employee Parking, Discounts, Medical, Dental, Vision, 401k with Match, and many more

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

EOE/M/F/Vet/Disabled

  • Guest Service Agent

    3 weeks ago

    Houston, United States Hilton Hotels Corporation Full time

    Hilton Hotels - JobID: HOT0AVZB [Front Desk Agent / Concierge] As a Guest Service Agent at Hilton, you'll: Greet guests and complete the registration process; Assist guests with check-out; Demonstrate a thorough knowledge of hotel information; Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy; Respond to guest...

  • Guest Services Agent

    1 month ago

    Houston, United States Houstonian Campus LLC Full time

    Job DescriptionJob DescriptionThe Guest Services Agent is the first friendly interaction that sets the tone for each guest's stay at The Houstonian Hotel. Your typical day may include booking room reservations, making a warm and welcoming first impression upon the guest’s arrival, serving as the main point of contact throughout their hotel stay and...

  • Guest Services Agent

    3 weeks ago

    Houston, United States Houstonian Campus LLC Full time

    Job DescriptionJob DescriptionThe Guest Services Agent is the first friendly interaction that sets the tone for each guest's stay at The Houstonian Hotel. Your typical day may include booking room reservations, making a warm and welcoming first impression upon the guest’s arrival, serving as the main point of contact throughout their hotel stay and...

  • Guest Service Agent

    5 months ago

    Houston, United States Hersha Hospitality Management Full time

    Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. Your Growth Path Front Desk Supervisor or Sales Coordinator - Front Office Manager or Sales Manager. Your Focus. Immediately Guest Service, Agent, Service, Guest, Sales Coordinator, Office Manager, Retail

  • Guest Service Agent

    3 months ago

    Houston, Texas, United States Hilton Garden Inn Full time

    With more than 130,000 team members working in every facet of the hospitality industry, Hilton Worldwide offers career opportunities at our corporate offices, call centers and more than 3,750 hotels in 84 countries/territories.With a history of promoting from within the company and providing opportunities for personal and professional development, what may...

  • Guest Service Agent

    3 months ago

    Houston, United States Hilton Garden Inn Full time

    With more than 130,000 team members working in every facet of the hospitality industry, Hilton Worldwide offers career opportunities at our corporate offices, call centers and more than 3,750 hotels in 84 countries/territories. With a history of promoting from within the company and providing opportunities for personal and professional development, what may...

  • Guest Service Agent

    2 months ago

    Houston, United States Wyndham Hotels & Resorts Full time

    ** Guest Service Agent** Location: Houston, TX, US Property Name: Wyndham Houston Medical Center Req Id: 13784 Wyndham is now seeking a Guest Service Agent to join our team at the Wyndham Houston Medical Center location in Houston , Texas . **Job Summary** The Guest Service Agent is responsible for providing attentive, courteous and efficient service to...

  • Guest Service Agent

    5 days ago

    Houston, United States Hilton Houston Post Oak by the Galleria Full time

    DescriptionTheHilton Houston Post Oak by the Galleriais looking for a talented Guest Service Agent to join their team!The ideal candidate must have an outgoing personality, a genuine passion to create memorable experiences for our guests and a drive to grow/develop your career with the team.  Schedule: Must be flexible to work AM, PM, Weekends and...

  • Guest Service Agent

    2 months ago

    Houston, United States Hilton Americas-Houston Full time

    DescriptionThe Hilton Americas-Houston is searching for a Guest Service Agent to join their Front Office team! Located in the heart of downtown Houston, this beautiful 1200 room hotel is connected to the George R. Brown Convention Center via skywalk and adjacent to both Discovery Green Park and Toyota Center — home of the NBA's Houston Rockets. The...

  • Guest Service Agent

    2 months ago

    Houston, United States The Whitehall Houston Full time

    The Guest Service Agent is responsible for providing front desk services to guests, undertaking various administrative duties, and providing all appropriate information to guests, fellow employees, and visitors, exceeding guest expectations.What you will be doingEssential Functions/Responsibilities: Check-in guests, ensuring proper credit is received,...

  • Guest Service Agent

    2 months ago

    Houston, United States Hilton Hotels Corporation Full time

    Hilton Hotels - JobID: HOT0ATBM [Front Desk Agent / Concierge] As a Guest Service Agent at Hilton, you'll: Greet guests and complete the registration process; Assist guests with check-out; Demonstrate a thorough knowledge of hotel information; Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy; Respond to guest...

  • Guest Relations Agent

    3 months ago

    Houston, United States The Post Oak Hotel Full time

    Overview: Guest Service Agent The Post Oak Hotel is seeking a Guest Service Agent to join the only Forbes Five-Star Hotel in Texas. We hire passionate and professional colleagues who genuinely delight our guests through curated and authentic experiences. The Guest Service Agent will be responsible to act as our guests first point of contact during their...

  • Guest Relations Agent

    3 months ago

    Houston, United States Landry's Full time

    OverviewGuest Service Agent The Post Oak Hotel is seeking a Guest Service Agent to join the only Forbes Five-Star Hotel in Texas. We hire passionate and professional colleagues who genuinely delight our guests through curated and authentic experiences. The Guest Service Agent will be responsible to act as our guests' first point of contact during their stay...

  • Supervisor- Guest Services

    1 month ago

    Houston, United States Hilton Hotels Corporation Full time

    Hilton Hotels - JobID: HOT0AUVJ [Front Desk Agent / Concierge] As a Guest Services at Hilton, you'll: Greet, register, and assign rooms to guests; Issue room key and escort instructions to Bellperson or to guest as appropriate; Answer inquiries pertaining to hotel services, registration of guests and shopping, dining,entertainment and travel directions; Keep...

  • Guest Services Representative

    1 week ago

    Houston, Texas, United States Pathfinder Hospitality Full time

    Hotel Front Desk AgentWe are looking for a dedicated Hotel Front Desk Agent who is committed to delivering outstanding customer service and ensuring a pleasant experience for our guests.About Pathfinder Hospitality: Our organization is focused on providing exceptional service to our guests. We uphold values such as accountability, teamwork, empowerment,...

  • Guest Services Representative

    3 days ago

    Houston, Texas, United States Holiday Inn Houston near Sugarland Full time

    Are you enthusiastic about providing outstanding service and creating memorable experiences for guests? If so, you may be the perfect candidate for the role of a front desk agent within our esteemed guest services team. In this position, you will greet visitors, oversee their account details, and guarantee they have all they require for a remarkable stay....

  • Guest Service Agent

    2 weeks ago

    Houston, United States Marriott Resorts Hospitality Corporation Full time

    Do you pride yourself on your customer service skills and ability to personalize interactions with guests? Have a bold attention to detail while multi-tasking? Value a cooperative, team-oriented environment? If so, the Front Office at Marriott Vacations Worldwide might be the place for you! You will have the opportunity to welcome our Owners and guests home,...

  • Guest Services Representative

    3 days ago

    Houston, Texas, United States Pathfinder Hospitality Full time

    Hotel Front Desk AgentWe are looking for a dedicated Hotel Front Desk Agent who is enthusiastic about delivering outstanding customer service and ensuring a pleasant experience for our visitors.About Pathfinder Hospitality: Our organization is committed to providing exceptional service to our guests. We uphold values such as accountability, teamwork,...

  • Guest Services Representative

    1 week ago

    Houston, Texas, United States Houston Marriott Westchase Full time

    About Houston Marriott Westchase: Houston Marriott Westchase stands as one of the premier full-service hotels in the region, boasting over 604 elegantly renovated guest accommodations and extensive event facilities, including a magnificent Grand Ballroom and numerous meeting spaces. Our establishment is dedicated to providing exceptional hospitality and...

  • Guest Services Representative

    3 days ago

    Houston, Texas, United States Houston Marriott Westchase Full time

    About the Company:Pyramid Global Hospitality is committed to prioritizing its employees, fostering a supportive and inclusive workplace that promotes diversity, growth, and overall wellbeing. Our People First culture is evident in our employee development initiatives, benefits, and the meaningful relationships we cultivate. We offer a variety of employment...