Guest Service Agent

2 weeks ago

Williamsburg, Virginia, United States Kingsmill Resort Part time
Overview: To establish and provide excellent guest service, registering and greeting guests at point of check-in and throughout their stay, while processing payments and posting charges to guest accounts.

Responsibilities:
  • Maintain positive guest relations at all times.
  • Follow all policy, procedures and service standards.
  • Register guests while receiving and posting proper payment and finalizing guest accounts at checkout.
  • Assign guest rooms, issue keys ensuring guest security at all times and in accordance with Kingsmill established guidelines.
  • Make, confirm, assist, and cancel reservations, including promoting and selling location activities.
  • Maintain complete knowledge of all location facilities, locations, room types, hours of operations, and activities, in an effort to answer questions and give out accurate and helpful information to guests.
  • Answer telephones in the specified time frames following proper guidelines, and using correct greetings and telephone etiquette.
  • Take, record, and relay messages accurately, completely, timely, thoroughly, and legibly.
  • Document all guest problems and/or complaints using correct forms and procedures, and resolve issues to guest satisfaction at all times.
  • To conscientiously handle Lost and Found items following guidelines established by Kingsmill.
  • Maintain complete knowledge of correct use of company equipment while keeping work space neat and organized.
  • Maintain complete knowledge of and comply with all Front Desk policies, procedures, and standards.
  • Accurately follow cash handling procedures and secure bank at all times.
  • Post charges to guest accounts for services and purchases.
  • Balance all receipts and postings for work performed during shift at the end of shift.
  • Perform other duties as assigned.
Qualifications:
  • Human relation skills - must be a people-person who thrives on public contact.
  • Strong communication skills.
  • General/Basic computer skills.
  • Sales skills.
  • Basic accounting skills.
  • Ability to learn quickly and follow instructions accurately.
  • Ability to prioritize tasks and move through them in an efficient manner.
  • Ability to interact with diverse peoples and help resolve any issues.
  • Ability to work quickly and thoroughly under pressure.
  • Must be flexible and open to changes in procedures.
  • Able to lift and carry up to 15 pounds.
  • Standing for up to eight hours per shift.
  • Requires bending, stretching and reaching throughout a shift up to 8 hours.
  • Ability to work days, nights, weekends, holidays.
  • Must possess a driver's license.

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