Guest Service Representative
3 days ago
Job Summary
Auro Hotels is seeking a highly skilled and dedicated Guest Service Agent to join our team. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities
- Greet guests in a professional and friendly manner, maintaining eye contact and using a positive, clear speaking voice.
- Register guests, provide prompt and courteous service, and resolve guest problems and complaints in a timely and professional manner.
- Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
- Maintain accurate information on and promote hotel facilities, services, and amenities.
- Comply with all accounting procedures, including maintaining cash banks and handling guest payments.
- Communicate effectively with Front Office and related departments, as well as other hotel departments.
- Stay aware of issues relating to front office and general hotel operations, and attend meetings as scheduled.
- Adhere to safety, security, and emergency procedures, and react appropriately during emergency situations.
- Understand and operate front office telephone, computer systems, and equipment.
- Promptly complete registration processes, input and retrieve information from computer systems, and confirm pertinent information.
- Close out guest accounts at time of check-out, properly file and retrieve registration cards, and verify and imprint credit cards for authorization.
- Provide safety deposit boxes to guests in accordance with established hotel procedures.
- Promptly answer the telephone using a positive, pleasant tone of voice, and input messages into the computer.
- Retrieve messages and communicate the content of messages to guests, and retrieve and send mail, small packages, and facsimiles for guests.
- Listen to and promptly act to resolve guest problems and complaints, and authorize revenue allowances to remedy problems only after other alternative solutions have failed.
Requirements
- High school diploma or general education degree or equivalent combination of education and experience preferred.
- Previous experience as a Guest Service Agent for a brand hotel is required.
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