JOB SUMMARY
The Guest Services Agent is responsible for providing exceptional guest service throughout each guest's stay by efficiently and courteously checking guests in and out using the property's management system. This position processes payments according to hotel policies, assists with reservations, answers guest questions, resolves concerns, and helps create a welcoming and memorable experience for every guest and visitor.
QUALIFICATIONS:
Education & Experience
High school diploma or equivalent required. Previous hotel, hospitality, customer service, or cash-handling experience is preferred.
Tools & Equipment
Computer (Property Management System, Internet), telephone, credit card terminal, printer, calculator, and other standard office equipment.
PHYSICAL REQUIREMENTS
Light work requiring continuous standing and occasional walking throughout the shift. Occasionally lift up to 20 pounds and frequently use a computer, keyboard, mouse, telephone, and other office equipment. Requires clear vision, hearing, verbal communication, and attention to detail. Flexibility to work varying shifts, weekends, holidays, and extended hours when business demands.
Knowledge, Skills & Abilities
- Demonstrate reliable attendance and punctuality.
- Follow written and verbal instructions while completing assigned tasks efficiently.
- Learn new procedures and apply good judgment in day-to-day situations.
- Work independently while collaborating effectively with coworkers.
- Accept coaching, feedback, and direction from supervisors.
- Communicate professionally with guests, coworkers, and management.
- Make sound decisions while working in a fast-paced environment.
- Remain calm and professional during busy periods and when resolving guest concerns.
- Listen carefully, identify guest needs, and provide thoughtful solutions.
- Anticipate problems and resolve issues whenever possible.
- Perform basic math functions for payment processing and balancing transactions.
Other Skills: Computer proficiency and basic knowledge of Microsoft Office applications are helpful.
DRESS CODE
Professional appearance required. Uniform and name tag must be worn in accordance with hotel standards at all times.
ESSENTIAL FUNCTIONS
- Provide friendly, professional, and personalized service to all guests and visitors.
- Welcome guests and complete check-in and check-out procedures using the property's management system.
- Assign guest rooms, issue room keys, verify payment information, and maintain accurate guest records.
- Process cash and credit card transactions according to hotel policies and procedures.
- Balance cash drawers, complete end-of-shift reports, and prepare required deposits.
- Maintain guest account accuracy and ensure required registration information is completed.
- Answer incoming telephone calls using proper phone etiquette and assist callers with reservations, hotel information, and guest requests.
- Enter new reservations accurately and document guest preferences and special requests.
- Respond to guest questions, requests, and concerns promptly, professionally, and courteously. Escalate unresolved issues to management when appropriate.
- Maintain effective communication with housekeeping, maintenance, and other departments regarding room status, special requests, maintenance concerns, stayovers, departures, arrivals, lost and found items, and out-of-order rooms.
- Maintain guest room key security and follow all hotel security procedures.
- Maintain accurate room status information and communicate updates to appropriate departments.
- Become knowledgeable about all room types, hotel amenities, rates, packages, promotions, and local attractions.
- Provide recommendations for restaurants, activities, beaches, shopping, and attractions throughout the Central Coast.
- Promote room upgrades, hotel amenities, and special offers when appropriate.
- Maintain a clean, organized, and welcoming front desk and lobby area.
- Follow all hotel safety, security, emergency, and accident prevention procedures.
- Maintain compliance with all company policies, employee handbook standards, and front desk operating procedures.
- Review daily logs and communicate important operational information during shift changes.
- Complete required reports and documentation accurately and in a timely manner.
- Maintain organized guest records and filing systems in accordance with hotel procedures.
- Operate front office equipment, including computers, printers, telephones, and payment terminals efficiently.
- Follow scheduled work hours and attend required meetings and training sessions.
- Work additional hours or remain on duty when necessary to ensure continuous front desk coverage.
- Perform additional duties and responsibilities as assigned by management.
Pay: From $17.25 per hour
Work Location: In person
