Guest Service Agent

7 days ago


Norfolk, Virginia, United States Charter Senior Living Full time
Job Summary:

As a Guest Service Agent at Charter Senior Living, you will be the face of our hotel, representing our brand and providing exceptional customer service to our guests. Your primary responsibility will be to ensure a seamless and enjoyable stay for our guests, from check-in to check-out.

Key Responsibilities:
  • Guest Registration and Room Assignment: Register guests, assign rooms, and accommodate special requests whenever possible.
  • Pre-Registration and Blocking: Assist in pre-registering and blocking rooms for reservations.
  • Credit and Cash Handling: Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
  • Room Status and Tracking: Understand room status and room status tracking.
  • Room Locations and Rates: Know room locations, types of rooms available, and room rates.
  • Suggestive Selling: Use suggestive selling techniques to sell rooms and promote other services of the hotel.
  • Room Status Updates: Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  • Reservations and Cancellations: Possess a working knowledge of the reservations department, take same-day reservations, and future reservations when necessary, and know cancellation procedures.
  • Guest Check-Outs: Process guest check-outs.
  • Posting and Filing Charges: Post and file all charges to guest, master, and city ledger accounts.
  • Safe Deposit Boxes: Follow procedures for issuing and closing safe deposit boxes.
  • Telephone Etiquette: Use proper telephone etiquette.
  • Mail, Package, and Message Handling: Use proper mail, package, and message handling procedures.
  • Pass-on Log and Bulletin Board: Read and initial the pass-on log and bulletin board daily, and be aware of daily activities and meetings taking place in the hotel.
  • Department Meetings: Attend department meetings.
  • Guestroom Maintenance: Coordinate guestroom maintenance work with the engineering and maintenance division.
  • Unusual Occurrences: Report any unusual occurrences or requests to the manager or assistant manager.
  • Safety and Emergency Procedures: Know all safety and emergency procedures, and be aware of accident prevention policies.
  • Cleanliness and Neatness: Maintain the cleanliness and neatness of the front desk area.
Requirements:
  • Education: High school diploma at a minimum required, and 3 or more years of hotel operations experience preferred.
  • Language Skills: Must have developed language skills to the point of being able to read and interpret documents in English, write routine reports and correspondence, and speak effectively to customers and employees.
  • Reasoning Ability: Must have developed reasoning abilities to the point of being able to apply common sense understanding, calculate figures and amounts, and read and interpret business records and statistical reports.
  • Computer Skills: Must have sufficient computer skills to use Company-issued software programs, including Microsoft Word, Excel, Office 365, and electronic mail programs.
  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Environmental Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


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