Guest Service Agent

Job overview Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.   Duties and Responsibilities * Welcomes guests in a friendly, prompt, and professional manner.   * Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift.  Answer phones promptly and courteously. * Up-sell rooms where possible to maximize hotel revenue.    * Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned banks. * Issue, control, and release guest safe deposit boxes. * Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. * Respond appropriately to guest requests; promotes hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures to ensure total guest satisfaction. * May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.  * Promote teamwork and quality service through daily communications and coordination with other departments.   * Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc. * In carrying out your duties you will follow all Company and Brand Standards. QUALIFICATIONS AND REQUIREMENTS * High School diploma or equivalent, plus one-year front desk/guest service experience.  Some college is preferred.   * Must speak fluent English.  Other languages preferred. * This job requires the ability to perform the following: * Frequently standing up behind the desk and front office area * Remain stationary for extended periods. * Carrying or lifting items weighing up to 50 pounds * Handling objects, products, and computer equipment * Use a keyboard to operate various property management and reservations systems, etc. * Other: * Communication skills are utilized a significant amount of time when interacting with guests and employees. * Reading and writing abilities are utilized often.  * Basic math skills are used frequently.  * Problem-solving, reasoning, motivating, and training abilities are often used. * May be required to work nights, weekends, and/or holidays. Work Area:  Front Office