Job Order Detail

Description

DESCRIPTION AND OUTLINE OF REQUIREMENTS

POSITION :     Guest Services Agent

REPORTS TO :  Guest Services Manager, General Manager



JOB SUMMARY:

This individual is responsible for the guest experience; from arrival to departure in the scope of the front desk.  This is an entry level position which requires exceptional customer service skills, organization skills and the ability to multi task.  It is expected that this individual act according to the hotels policies on sell directive and hotel yield.

DUTIES AND FUNCTIONS:  

Checking in guests
Answering the switchboard and front desk internal phones
Posting charges to guests accounts
Maintaining accuracy in all postings including remittances
Blocking rooms for arrivals
Checking out guests
Follow yield and sell directives
Taking reservations
Upselling premiere product
Additional assigned duties from management
Liaison with the housekeeping department


CRITERIA FOR EVALUATION:  Evaluated on
Consistency and accuracy of all job duties and functions
Ability to demonstrate success in selling skills
Ability to effectively handle and solve customer complaints
Organizational behavior
Reliability in need situations
Maintenance of professional image at all times
Meets and exceeds guests expectations of customer service

QUALIFICATIONS:

Focused, attention to detail oriented, reliable, punctual and professional image
Team player and outgoing person
Ability to work under pressure in a busy environment
Strong communication skills
Ability to work well with numbers (previous cash handling experience an asset)
Bondable
Working with Opera PMS considered an asset