Ambience Hospitality is a hotel and property management company. Our clients and owners hire our professional services to operate hotels and other properties on their behalf. As an associate of the property you are an employee under the management of Ambience Hospitality. The following job description covers the basic
elements of the job listed, according to the expectations and requirements of Ambience Hospitality. This job description is not intended to be an exhaustive or all-inclusive list of expectations. Please see your General Manager for specific duties and expectations relevant to the property.
Job Title:
Other Names:
Full/Part Time:
Department:
Classification:
Guest Service Agent
Front Desk Clerk
Can be Either
Service Desk
Non-exempt
In-doors, standing, some lifting less than 40 pounds
Front Office Manager, Hotel
Supervisor, Assistant General
Manager, General Manager
Education: High School Diploma, or equivalent
General Overview
Hotel Guest Service Agent (or Representative) greets and welcomes guests to the hotel and makes them feel comfortable in their environment. The Guest Service Agent (GSA) must maintain a friendly and helpful attitude to guests, customers, clients and visitors. The GSA must professionally provide services to accommodate guests by registering and assigning rooms to guests, issuing room keycards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Tasks
- Greet, register, and assign rooms to guests
- Contact housekeeping or maintenance when guests report problems
- Issue room keys
- Make and confirm reservations
- Verify customers’ credit, and establish how the customer will pay for accommodations
- Keep records of room availability and guests’ accounts, manually or using computer
- Post charges, such as those for rooms, food, telephone calls, accurately to ledgers manually or by using computer
- Review accounts and charges with guests to ensure accuracy during the checkout process
- Record guest comments or complaints, referring customers to managers as necessary
- Compute bills, collect payments, and make change for guests
- Transmit and receive messages, using telephone or switchboard
- Answer inquiries pertaining to hotel services, guest registration, and travel directions
- Advise housekeeping when rooms have been vacated and are ready for cleaning
- Perform bookkeeping activities such as balancing accounts and conducting nightly audits
- Clean and maintain lobby and common areas, such as restocking supplies and emptying trash receptacles
- Prepare for basic food service, such as setting up breakfast, or coffee and tea supplies
- Sort and rack incoming mail and messages
- Deposit guests’ valuables in hotel safes or safety-deposit boxes
Technology Skills
- Data base user interface software
- Electronic mail software
- Facilities management software (Property Management System)
- Office suite software – word processing, spreadsheet, presentation
Tools Used
