Job Order Detail

Description

Position:        Guest Service Agent
Reports to:        Assistant Manager
Scope:
The reception desk is a first impression of any organization. This is especially true of the hospitality industry where the first impression is definitely the lasting impression.  People in this position are required to be professional, hands-on and very pleasant, even in the event of adversity.  They greet guests and provide registration information, create reservations and provide ongoing guest service throughout the guest's stay.
Responsibilities :
    Greet guests as they arrive insuring the 15-5 rule is followed
    Manage the registration process with accuracy and efficiency
    Ask for identification and ensure the provided credentials are accurate
    Handle guest check-ins and check-outs appropriately
    Operate hotel switchboard, take calls and provide information and transfer calls
    Manage accurate accounting of all rooms
    Provide guests with room keys
    Process reservations over the telephone, through emails and in person
    Answer queries regarding the hotel services, charges, dining facilities, sports facilities and travel directions
    Refer guests to appropriate departments to resolve complaints or provide suggestions
    Compute bills and take payment
    Provide guests with directions around the hotel
    Contact housekeeping and maintenance departments when a problem is reported
    Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
    Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift
    Complete other duties as assigned