Guest Service Agent

Purpose: To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.Reports to: Front Office ManagerEssential Functions: ? To be thoroughly acquainted with all check-in procedures and policies. ? To be thoroughly acquainted with all check-out procedures and policies. ? To be a main liaison between guest and the hotel. ? Be familiar with guest scenarios. ? Be familiar with all technical equipment as related to the Front Desk. ? To be familiar with all hotel facilities.? To be familiar with general organization set-up. ? Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily. ? To be familiar with the inter-relationship between the different departments ? Complete S.E.T. training and follow this philosophy at all times. ? Be familiar with basic operations of PBX. ? Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents. ? Know how to make a reservation (group or individual) Hotel Specific Essential Functions: ? To uphold the reputation of the hotel as a professional employee. ? Properly use and maintain hotel equipment ? Make decisions that meet and exceed the expectations of the hotel. ? Familiar with downtown area including attractions, restaurants, businesses. ? Knowledgeable with PMS & Voice Mail System. Tools and Equipment: ? Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine Working Environment: ? Interior and on occasion exterior of hotel with exposure to weather conditions. Physical Job Requirements (for essential functions only) Lifting/Pushing/Pulling/ Carrying • 25% of shift pulling out cash draw, key draw and safety deposit boxes Bending/Kneeling • 25% of shift to retrieve safety deposit boxes and cash draw Mobility • 5% of shift to retrieve messages and guest mail Continuous Standing • 95% of shift continuous standing attending to customers Climbing • No climbing required Driving • No driving required Work Environment • Inside 100% of work period (approximately 8 hours shift) Hearing/Vision/Speech/Literacy • Hearing is moderate (One-on-one communication with guests) • Vision is moderate (Read reports, verify reservations, work with computers) • Speech is moderate (One-on-one communication with guests) • Literacy is critical (Read reports, reservations, analyze, investigate) Chemical/Agents Used • No chemicals/agents used Protective Clothing • No protective clothing required Equipment Operation • Computer system 75% of time, copier 5%, calculator 10%, printer 25%, telephone 25%