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Equipped with the RITE attitude and a passion for delivering Ultimate Service, our first responsibility as hospitality ambassadors is to continually strive to create and deliver memorable moments for all of our guests. As a Guest Service Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel, delivering memorable and outstanding guest service each and every time.
Job Accountabilities/Responsibilities:
Consistently demonstrate a You Can Count on Me attitude
Welcome guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
Education, Experience, & Skills:
Hotel experience required
Demonstrated proficiency in the following competencies:
o Core (7) - Service Orientation, Affiliative Communications, Achievement Oriented, Adaptability, Accountability, Positional Expertise and Initiative
Degrees, certificates and training in the following areas are an asset:
o Tourism and / or Hospitality, Customer Service, Conflict Resolution, Teamwork / Collaboration, Information Technology, First Aid
Demonstrated basic understanding of current forms of technology and its application.
Work Conditions:
Walking/Standing for long periods of time
High level of sensory attention; sight and hearing
High level of mental effort and attention to detail
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
- Significant use of memory
Transportation/Travel Information
- Own transportation
Specific Skills
- Take, cancel and change room reservations
- Store and retrieve luggage
- Secure guests' valuables
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Exchange foreign currency
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Keyboarding
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
Security and Safety
- Bondable
Business Equipment and Computer Applications
- Computerized reservation system
- General office equipment
- Basic computer skills (will train)