Front Desk / Guest Service Agent

Guest Service Agents should be jovial, with high energy and outstanding customer service skills. Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, settling the guest's account upon completion of their stay, and ensuring the public areas of the hotel stay clean neat and well stocked.  However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast-paced environment with new challenges daily.

Responsibilities

• Maintain good personal appearance at all times; wear proper uniform and name tag as prescribed by the hotel.
• Demonstrates and promotes a strong commitment to providing an outstanding experience for guests where they feel personally welcomed. Thus "Acts Happy"  at all times in areas in visible to guests.
• Process all guest check-ins, check-outs, room assignments, and room change / guest requests
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction
• Account balancing & cash handling
• Excellent communication and phone skills during a routine day as well as under pressure
• Question each guest upon check out and when possible during the course of their stay how was their stay to ensure we resolve any issues prior to their departure
• Display professionalism at all times; this includes appearance as well as language and tone of voice
• Ability to focus on the guest in front while ensuring those waiting in person or via phone are adequately acknowledged.
• Ability to understand and uphold hotel and brand standards and expectations
• General office up keeping and ensuring public areas are cleaned and replenished as needed
• Knowledge of hotel amenities as well as surrounding area (attractions / restaurants) in order to optimally service guests needs
• Navigate the Internet for work purposes only : GSAs are only allowed to search the web upon Management or guest request.
• Capability to solve problems and multi-task
• Knowledge of Microsoft office and computer skills
• Ability to stand or walk for an extended period of time.
• Ability to move, lift, cany, push, pull, and place objects weighing up to 10 pounds
• Work as a team and possess a can do attitude along with a sales mind-set
• Additional duties from hotel manager will be assigned as necessary

Required Skills

Must have 6 or more months of recent Marriott and Fosse PMS experience.