Guest Service Agent
4 weeks ago
About Us
At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company
Location Description
At the Hilton Garden Inn San Antonio Downtown we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Hilton Garden Inn San Antonio Downtown can mean for you
Overview
A Guest Service Agent (GSA) at a hotel plays a critical role in ensuring a positive and memorable experience for guests. Their primary responsibility is to provide exceptional customer service and assist guests with their needs and inquiries. Below is a typical job description for a Guest Service Agent at a hotel:
**Job Title:** Guest Service Agent
**Job Summary:**
The Guest Service Agent is the first point of contact for hotel guests and is responsible for providing excellent customer service, assisting with guest inquiries and requests, and ensuring a smooth and enjoyable stay for all visitors. This position requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced and dynamic hospitality environment.
**Key Responsibilities:**
1. **Guest Check-In and Check-Out:**
- Welcome guests to the hotel in a warm and friendly manner.
- Handle guest check-ins and check-outs efficiently and accurately.
- Verify guest information, assign rooms, and issue room keys.
2. **Guest Services:**
- Address guest inquiries, concerns, and requests promptly and professionally.
- Provide information about hotel facilities, services, and local attractions.
- Arrange transportation, tours, and reservations as needed.
3. **Reservations and Registration:**
- Assist guests with making reservations, both in person and over the phone.
- Maintain accurate guest registration and billing information.
4. **Payment Processing:**
- Handle cash, credit card, and other payment transactions accurately.
- Balance cash drawer at the beginning and end of each shift.
5. **Security and Safety:**
- Follow security protocols and ensure the safety of guests and their belongings.
- Report any suspicious activity or incidents to the appropriate authorities.
6. **Communication:**
- Maintain open and effective communication with other hotel departments.
- Relay important guest information to relevant teams (e.g., housekeeping, maintenance).
7. **Guest Relations:**
- Build and maintain positive relationships with guests to enhance their overall experience.
- Resolve guest complaints and issues in a professional and efficient manner.
8. **Administrative Duties:**
- Keep accurate records of guest interactions and transactions.
- Assist with administrative tasks such as filing, data entry, and preparing reports.
9. **Lobby and Front Desk Maintenance:**
- Ensure the lobby and front desk area are clean, organized, and presentable at all times.
- Restock brochures, maps, and other guest information materials.
Qualifications
**Qualifications:**
- High school diploma or equivalent; some college coursework in hospitality or related field preferred.
- Previous experience in a customer service or hospitality role is a plus.
- Proficiency in using hotel management software and basic computer skills.
- Strong communication, interpersonal, and problem-solving skills.
- Excellent organizational and time management abilities.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Knowledge of local attractions and amenities is an advantage.
- Flexibility to work shifts, including nights, weekends, and holidays.
A Guest Service Agent is a crucial part of a hotel's success, as they are often the face of the establishment and the first point of contact for guests. Their ability to provide exceptional service and create a welcoming atmosphere significantly contributes to guest satisfaction and the overall reputation of the hotel.
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