Job Title: Guest Services Agent

About the Role

As a Guest Services Agent, you will be instrumental in ensuring a seamless and positive experience for hotel guests, from the moment they arrive until their departure. Your efforts will contribute directly to the hotel's commitment to outstanding guest service and financial profitability.

Responsibilities

• Guest Registration: Greet guests warmly and manage the check-in process, including inputting and retrieving information from the computer system, confirming guest details and room rates, selecting appropriate rooms, encoding electronic keys, promoting marketing programs, providing welcome packets, and guiding guests to their rooms.
• Guest Check-out: Assist guests with the check-out procedure, ensuring accurate accounting of rooms and services. This includes operating the point-of-sale system, handling cash and card transactions, processing various payment methods, converting foreign currency, making change, and managing gift certificates and cards.
• Hotel Knowledge: Demonstrate comprehensive knowledge of hotel offerings, including room types, rates, packages, promotions, local attractions, and general product information to answer guest inquiries.
• Upselling: Utilize upselling techniques to promote hotel services and facilities, aiming to maximize room occupancy.
• Issue Resolution: Respond to guest inquiries and requests promptly and efficiently, resolving issues in a friendly and professional manner.
• Complaint Handling: Receive and address guest complaints, conduct necessary research, and negotiate satisfactory solutions.
• Message Handling: Receive, input, retrieve, and relay messages to guests.

Qualifications

• High school diploma or GED required; post-high school education or training is preferred.
• Ability to stand for significant periods.
• Excellent customer service skills.
• Possess a pleasant, professional, and helpful demeanor.
• Flexibility to work a schedule that includes nights, weekends, and holidays.