Customer Service Representative

2 weeks ago

Smyrna, Georgia, United States CUSA Full time

POSITION TITLE: GUEST SERVICE AGENT
DEPARTMENT: ROOMS DIVISION
REPORTS TO: Front Office Manager / GENERAL MANAGER

BASIC FUNCTION: The Guest Service Agent is responsible for executing sales and customer service activities associated with guest registrations, reservations, and revenue collection. This role ensures that guests experience a safe and welcoming environment with attentive service. The agent will manage guest accounts accurately and efficiently using the IHG PMS system-Opera. Responsibilities include processing new guest accounts, checking guests in and out, and addressing inquiries as needed.

KEY RESPONSIBILITIES:

  1. Accurately post charges to guest accounts.
  2. Collect payments from departing guests, ensuring all transactions are processed correctly.
  3. Verify the authenticity of charge cards and checks presented by customers.
  4. Perform cash handling duties, including cashing checks and managing petty cash.
  5. Maintain an accurate count of guests and rooms, noting any discrepancies.
  6. Adhere to company policies and procedures, ensuring proper handling of deposits and balancing of cash drawers.
  7. Pre-register group bookings and assign rooms as needed.
  8. Exercise key control measures at all times.
  9. Maintain confidentiality regarding guest room numbers.
  10. Coordinate with housekeeping and engineering departments regarding guest check-outs.
  11. Answer incoming calls in a professional manner.
  12. Implement yield management strategies effectively.
  13. Serve as a liaison between management and guests.
  14. Efficiently handle reservations and guest requests.
  15. Count and verify cash drawers regularly.
  16. Review daily reservations and assign rooms accordingly.
  17. Maintain front office log books as required.
  18. Manage wake-up call requests.
  19. Prepare key envelopes for group arrivals.
  20. Input reservations into the computer system.
  21. Keep the front office and reservation areas organized and clean.
  22. Provide information on local attractions and directions to guests.
  23. Address guest requests and complaints promptly.
  24. Ensure confirmation letters are prepared and mailed appropriately.
  25. Promote hotel amenities to guests effectively.
  26. Honor guest requests regarding reservations whenever possible.
  27. Stay informed about discount packages and special programs.
  28. Communicate professionally with the sales office and other departments.
  29. Familiarize oneself with property security and emergency procedures.
  30. Follow established credit and inventory control protocols to minimize revenue loss.

QUALIFICATIONS:

  1. High school diploma or equivalent, with a strong mathematical aptitude and knowledge of cash handling procedures.
  2. Previous experience in customer service, with a solid understanding of basic service skills. Proficiency in English, both written and verbal, is required.

SKILLS REQUIRED:

  1. Ability to read written communications and operate a computer screen.
  2. Dexterity to use office equipment such as computers, calculators, and telephones.

PHYSICAL REQUIREMENTS:

  1. Regularly required to stand, sit, bend, walk, and lift items up to 15 pounds.
  2. Must be able to follow verbal and written instructions and manage multiple tasks simultaneously.
  3. Ability to handle customer service challenges with tact and understanding.
  4. Highly organized with attention to detail, especially when multitasking.

EQUIPMENT USED: Standard office equipment including telephone, copier, cash register, PC, fax machine, and PBX machine.

WORK ENVIRONMENT: Prolonged standing in a climate-controlled indoor environment under fluorescent lighting.

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