Guest Services Agent

(2 positions)

1-2morning shifts 7a-3p/3 evening 3p-11p.

1mid-shift 12p-8p, 1p-9p, 2p-10p, and 3p-11p.

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Process Re:fuel purchases and orders.

JOB DUTIES

• Maintain complete knowledge at all times of:

• • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations, and times.
  • All hotel and departmental policies and procedures.

• Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
• Meet with supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all function of computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Processes all guest check ins according to established hotel standards.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Handle guest complaints, ensuring guest satisfaction.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Accept and record wakeup call requests.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Process all check outs according to established hotel requirements.
• Adhere to all cashiering procedures.

MINIMUM REQUIREMENTS

• High school graduate or equivalent
• Previous experience in hotel front office.
• Must be able to clearly communicate in English with guests, visitors, management, and coworkers to their understanding, both in person and by telephone.
• Must be able to provide legible communication and directions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team

Phila BST