As a Guest Service Agent, you will be an essential part of the Front Office Team, responsible for providing services to guests to ensure an exceptional experience from check-in to check-out and conducting audits as necessary. The initial impressions of our guests are significantly influenced by the Guest Service Agent. In particular, you will be accountable for the following responsibilities, which must be completed to the utmost standards:

Guest Relations

1. Welcoming and acknowledging each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
2. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
3. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
4. Address guests' service needs in a professional, positive, and timely manner.
5. Thank guests with genuine appreciation and provide a fond farewell.
6. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
7. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
8. Assist other employees to ensure proper coverage and prompt guest service.

Guest Services

1. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
2. Receive, record, and communicate messages accurately, completely, and transmit.
3. Contact appropriate individual or department (e.g., Bellman, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
4. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
5. Answer, record, and process all guest calls, requests, questions, or concerns.
6. Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

Check-in/Check-out

1. Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
2. Ensure rates match market codes and that any exceptions are documented and include an explanation.
3. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
4. Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
5. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
6. Accommodate requests for room changes when possible.
7. Communicate to appropriate staff that there are guests that are waiting for an available room.
8. Verify and adjust billing for guests.
9. Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
10. Assign room according to guest request and preferences whenever possible.
11. Ask for and enter information (e.g., number, name, address) when taking reservation or checking guest in.
12. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
13. Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
14. Clear departures in computer system to document that rooms are no longer occupied.
15. Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
16. Review requests for late check-outs and approve according to occupancy.
17. File guest paperwork or documentation.

Greet/Guide Guests

1. Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
2. Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Communication

1. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
2. Speak to guests and co-workers using clear, appropriate and professional language.
3. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
4. Provide assistance to coworkers, ensuring they understand their tasks.
5. Talk with and listen to other employees to effectively exchange information.
6. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Cash Handling

1. Count bank at end of shift and secure bank.
2. Provide change to guests.
3. Cash guests' personal checks and traveler's checks.
4. Balance and drop receipts according to accounting specifications.
5. Process all payment types such as room charges, cash, checks, debit, or credit.
6. Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
7. Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Communications

Operate telephone switchboard station in order to answer telephone calls.

Reports / Recordkeeping

1. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
2. Print contingency lists to have a record of all guests in case of emergency.
3. Run credit card authorization report and check for discrepancies.

Policies and Procedures

1. Protect the privacy and security of guests and coworkers.
2. Maintain confidentiality of proprietary materials and information.
3. Follow company and department policies and procedures.
4. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
5. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Safety & Security:

1. Adhere to all company and safety and security policies and procedures;
2. Notify Loss Prevention/Security of any guest reports of theft.
3. Report any maintenance requirements, accidents, injuries, or hazardous work conditions to the manager.
4. Complete all required safety training and certifications in accordance with the law.
5. Acquires knowledge of hotel fire safety and kitchen firefighting equipment.
6. Ensure safe operation and storage of tools, equipment, and machines by following policies and procedures.
7. Maintain the confidentiality of proprietary information.
8. Safeguard company assets.
9. Immediately report work-related incidents or injuries to manager/supervisor.
10. Prevent injuries by using suitable equipment, PPE, and lifting practices.
11. Obtain necessary safety training and certifications for work tasks
12. Report and fix unsafe work methods or conditions to management and security/safety officials.
13. Adhere to property-specific emergency procedures for evacuations, medical emergencies, and natural catastrophes.

Associate Relation

1. Performs assigned jobs and special projects.
2. Treat all coworkers with dignity and respect. Give support.
3. Foster positive and effective connections with colleagues and departments.
4. Collaborate with others to foster teamwork and achieve goals.

What are we Looking for?

A Guest Service Agent representing our brand is consistently advocating for our guests and collaborating with other associates. In order to effectively fulfill this position, it is imperative that you uphold the following attitudes, behaviors, skills, and values:

• 1 to 2 years’ experience in the guest services, front desk, or related professional area.
• Oracle system management
• High school diploma or GED; OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Positive attitude.
• Good communication skills.
• Ability to work under pressure.
• Proven ability to work with a team and follow instructions.
• A passion for learning and a drive to succeed in a culinary/hospitality career.
• Proof of completion of a basic food hygiene course.
• A passion for food and the culinary arts.
• Completion of a trade apprenticeship or accredited commercial cuisine course.
• Working in an environment with rigorous standards and the ability to multitask.

Physically Requirement

• Stand, sit, or stroll for long periods during work shifts.
• Reach overhead and below knees, bending, twisting, tugging, and stooping.
• Can move, lift, carry, push, pull, and place objects under 10 pounds without help.