Guest Service Agent

JOB OVERVIEW  

As a Guest Service Agent, you represent the hotel to the guest throughout all stages of the guest stay. Helps guests during check-in and check-out, assigns rooms, accommodating special requests whenever possible, answering the phones and assist with rooms reservation.  
 

RESPONSIBILITIES: 

• Register guests and assigns rooms. Accommodates special requests whenever possible. 

• Assists in preregistration and blocking of rooms for reservations. 

• Thoroughly understand and adheres to proper credit, and cash handling policies and procedures. 

• Understands room status and room status tracking. 

• Knows room locations, types of rooms available, and room rates. 

• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. 

• Knows the location and types of available rooms as well as the activities and services of the property. 

• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms. 

• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. 

• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. 

• Process guest check-outs. 

• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange. 

• Follows procedures for issuing and closing safe deposit boxes used by guests. 

• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. 

• Uses proper telephone etiquette. 

• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc. 

• Uses proper mail, package, and message handling procedures. Courier Mail Register 

• Reads and initials the daily log and bulletin board. Is aware of daily activities and meetings taking place in the hotel. 

• Attends department meetings. 

• Reports any unusual occurrences or requests to the Operations Manager or Assistant Manager. 

• Knows all safety and emergency procedures, Is aware of accident prevention policies. 

• Maintains the cleanliness and neatness of the front desk area. 

• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. 

QUALIFICATIONS & REQUIREMENTS 

Qualifications: 

• Possess certificate or diploma in hospitality, tourism and related discipline. 

Experience: 

• Preferably minimum 1 year working experience in hotel- related or customer service-related position. 

Personal qualities & attributes: 

• Team player who is organised and able to work independently 

• Outstanding communication and people skills 

• Detailed oriented and strong customer service skills 

• Well-groomed and professional disposition