Position Summary: Provides warm and welcoming experience for all guests and visitors. Handles all aspects of guest registration/check-in and check out procedures. Provides special assistance and information about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain high level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue. Duties & Responsibilities Primary Responsibilities/Essential Functions: 1. Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities. 2. Registers hotel guest by obtaining or confirming room requirements, verifying pre registration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue. 3. Directs guest to hotel rooms by showing room locations on a hotel map. Calls Bellperson. 4. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. 5. Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork. 6. Maintains accuracy of cash banks. Balances funds and provides change. 7. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. 8. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior 9. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency Guest Services Agent Template Final 9-30-15.docx Page 1 of 3 situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 10. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
