Position Overview: The Guest Service Agent (GSA) is responsible for delivering exceptional customer service to guests in a focused service hotel. This role involves welcoming guests, managing check-ins and check-outs, addressing guest inquiries, and ensuring a positive guest experience throughout their stay. The GSA works closely with other hotel departments to ensure all guest needs are met efficiently and professionally, adhering to the hotel’s standards of service. Applicants must be available to work weekends and holidays. Drug Screening is required.
Key Responsibilities:
- Guest Check-In & Check-Out:
- Greet guests upon arrival with a friendly and professional demeanor.
- Efficiently handle check-ins and check-outs, ensuring smooth and accurate registration processes.
- Provide guests with essential hotel information, including amenities, services, and local attractions.
- Customer Service:
- Assist guests with any inquiries, special requests, or issues in a timely and courteous manner.
- Address guest concerns or complaints promptly, aiming to resolve any issues to the guest’s satisfaction.
- Provide recommendations for dining, local attractions, and transportation as needed.
- Maintain a high level of professionalism and hospitality at all times.
- Communication & Coordination:
- Communicate guest preferences and special requests to the appropriate departments (housekeeping, maintenance, etc.).
- Ensure seamless communication with hotel team members to fulfill guest requests.
- Ensure guest information is accurately entered and updated in the hotel management system.
- Reservation Management:
- Assist with guest reservations, cancellations, and modifications as needed.
- Manage room availability, upsell room categories, and promote hotel services to guests.
- Assist in processing reservations and ensuring accurate booking information.
- Hotel Operations Support:
- Monitor hotel occupancy and assist with maintaining room inventory and maximizing occupancy rates.
- Ensure guest satisfaction by providing timely responses to requests for extra amenities, room adjustments, or other service needs.
- Adhere to hotel safety and security policies to protect guest and hotel property.
- Cash Handling & Billing:
- Accurately process guest payments, including cash, credit cards, and other forms of payment.
- Maintain accurate billing records and ensure charges are correctly applied to guest accounts.
- Prepare and finalize guest folios at check-out
- Upkeep of Front Desk Area:
- Maintain cleanliness and organization of the front desk area.
- Ensure the availability of guest supplies, such as brochures, maps, or forms.
Qualifications:
- High school diploma or equivalent preferred
- Previous experience in a customer service role, ideally in the hospitality industry.
- Strong communication and interpersonal skills.
- Ability to handle multiple tasks in a fast-paced environment.
- Knowledge of hotel services, local area attractions, and general hospitality operations.
- Friendly, approachable, and professional demeanor.
- Ability to handle sensitive situations with tact and discretion.
Physical Requirements:
- Ability to stand for extended periods of time.
- Ability to lift up to 25 lbs (for handling luggage or supplies).
- Flexibility to work varied shifts, including nights, weekends, and holidays.
Working Conditions:
- Fast-paced hotel environment with constant interaction with guests.
- Ongoing exposure to noise and various hotel-related sounds.
Job Type:
- Full-time/Part-time (depending on the hotel’s requirements and individual's needs)
Benefits:
- Medical, Dental, and Vision Insurance.
- Paid Vacation Time.
- Opportunities for professional growth and development.
- Employee discounts on hotel stays and services.
By ensuring top-quality guest service and communication, the Guest Service Agent plays a crucial role in creating a welcoming and positive environment for all guests, helping maintain the focused service hotel's reputation for excellence.
Job Types: Full-time, Part-time
Pay: $11.00 - $12.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Vision insurance
Work Location: In person
