Job Summary As the Guest Service Agent, you will welcome and acknowledge guests in a friendly and professional manner while providing outstanding service. Check-in and check-out guests, settle guests accounts upon check-out, answer incoming calls, make room reservations, answer questions, and resolve guest complaints. Responsibilities Welcome and acknowledge guests in a friendly and professional manner both in person and on the phone. Process guest check-ins and check-outs. Accurately process all cash and credit card transactions in accordance with established policies and procedures. Answer phone in a prompt and courteous manner. Book guest reservations for individuals and/or groups, and process cancellations. Assist with room blocks, and pre-register groups to ensure a smooth check-in process. Follow up to ensure all guest requests are fulfilled and/or delivered to ensure guest satisfaction. Resolve guest complaints, elevating to supervisor if needed. Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Upsell rooms where possible to maximize hotel revenue. Promote teamwork and quality service through daily communications and coordination with other shifts and departments. Respond to guest questions, complaints and/or requests in a courteous manner to ensure guest satisfaction. Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. Perform other duties/tasks as assigned by management. Skills Ability to communicate effectively in English. Great customer service and communication skills. Basic math or accounting skills. Ability to problem solve to effectively deal with customers. Ability to multitask, detail oriented and comfortable with high call volume. Must have computer skills to operate various property management and reservation systems. Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives. Must be able to stand for extended periods of time. Must be able to lift, push, pull, or move object weighing up to 25 lbs. Ability to work flexible shifts to include days, nights, weekends, and holidays. Qualifications High School diploma or equivalent Previous customer service experience Previous cash handling experience Hotel and Front Desk experience a plus

Benefits Medical, Dental & Vision Insurance Paid Vacation Paid Personal Days Paid Holidays Complimentary Life Insurance Employee Discounts Source:

Hospitality Online