Guest Service Agent

3 weeks ago

Orlando, United States Paramount Hospitality Management Full time

The Guest Service Agent's primary function is to handle all guest interactions and guest requests. Additionally, the GSA will be cross trained to assume PBX operator support. This position is the first point of contact for guests and is responsible for representing the Resort in a professional manner and provide outstanding customer service to both internal and external guests, clients and vendors. This position exemplifies the Hotel brand and culture. The GSA/PBX Operator is responsible for ensuring a hospitable and smooth operation of all Front Desk functions.

Responsibilities:

  • Must have complete knowledge of Resort features, services and amenities.
  • Must have knowledge of all types of rooms available and layout.
  • Must have a full understanding of the property management system
  • Must have knowledge of all Resort and departmental policies and procedures.
  • Answer incoming calls. Obtain necessary information before transferring call to proper department/person.
  • Responsible for wake up calls.
  • Ensure efficient and complete guest registration, serving and check-out procedures
  • Select room assignments, ensure credit is obtained and collect payment upon departure
  • Must balance work on each shift
  • Create a high level of guest satisfaction to increase guests' service level standards to meet and exceed the guests' expectations
  • Follow all established P & P as it pertained to assigned work area
  • Must complete daily checklist as required
  • Maintain key control log as required
  • Maintain guests confidentially in regards to all guest information
  • Block rooms for incoming VIP's and groups
  • Assist in all front office, reservation and other guest related areas as required
  • Offer friendly and courteous service at all times
  • Operate in compliance with all local, state and federal laws and government regulations
  • Maintain and ensure a high level of professionalism throughout the department and staff
  • Ensure a pleasant and safe work environment
  • Ensure a good working relationship with all departments
  • Assist in all property emergency procedures
Job Requirements:
  • High School Diploma
  • Ability and willing to work varied shifts and days
  • Good organizational skills
  • Able to work on your feet for long periods of time
  • Good computer skills
  • Excellent communication skills both written and verbal
  • Must possess an extensive level of customer service


Paramount Hospitality Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Paramount Hospitality Management is a Drug-free Work Place.

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