Job Title: Guest Services Agent
Department: Front Office
Supervisor: Assistant Front Desk Manager
JOB SUMMARY
Provide a welcoming environment and exceptional guest services. Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. 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. Primary responsibilities include: registering guests, making and modifying reservations, PBX operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
DUTIES
1. Welcome guests in a warm and friendly manner.
2. Follow check-in and check-out procedures using the Inn’s computer system.
3. Offer luggage assistance and escort to room if there is sufficient staffing at the front desk.
4. Provide assistance to our guests with dining reservations, directions, information on scenic and historical attractions, and any other inquiries.
5. Answer and direct telephone calls using the PBX switchboard.
6. Assist with general office work such as filing, send and receive faxes, posting mail and assisting with shipments.
7. Use cash handling and balancing procedures to complete daily shift.
8. Responsible for safeguarding and balancing the cash drawer following the Inn’s procedures.
9. Respond to all guest complaints and issues in a hospitable and efficient manner focusing on guest satisfaction.
10. Direct guest concerns to the appropriate manager.
11. Handle all guest requests in an efficient manner.
12. Review daily arrivals w/ Reservation Dpt. to ensure accuracy.
13. Keep Back Office Clean and Organized.
14. Oversee Lobby Computers.
15. Assist with IT issues at Front Desk.
16. Assist Guests with computer issues.
17. Liaison to Hotel I.T./Network.
18. Springer Miller liaison.
19. Maintain office equipment.
20. Coordinate with Engineering Department regarding any rooms/lobby issues.
21. Western Tel-com liaison; work with Engineering to solve any problems.
22. Work closely with Housekeeping department to ensure procedures at FD are followed that effect that area.
23. Work closely with Housekeeping and Maintenance Departments to relay any guest concerns.
24. Work with guests regarding Lost and Found: coordinate directly with Executive Housekeeper.
25. Maintain F.D. files for Groups.
26. Coordinate with Reservations Manager to verify billing is set up correctly and that you understand it.
27. Work with Reservations Department for any last minute rooming list changes.
28. Group billing (review daily charges; ensure charges are copied to file based on instructions from S.M.).
29. Research all disputed charges; respond to guest within 24 hours.
30. Maintain Cash vault (change orders, Due backs…).
31. Maintain departmental forms in FOM Computer.
32. Assist with Tea & Sherry.
33. Ongoing System Improvement.
34. Other duties as assigned by supervisor
QUALIFICATIONS
Physical Requirements
1. Requires standing for long periods of standing, periodic bending and reaching.
2. Lifting up to 20 lbs required.
3. Requires walking and standing to a significant degree, and can also require long periods of sitting.
4. Repetitive motion of hands, wrists and fingers due to extensive use of keyboard.
Licenses and Certificates
1. CPR certification preferred (on site training is provided).
2. First Aid training preferred (on site training is provided).
3. New Mexico Alcohol certification within 3 weeks of hire date.
Education and Experience
1. High School diploma or equivalent required.
Skills and Abilities
1. Effective skills in delegation and organization of tasks.
2. Ability to effectively deal with difficult/irate guests and employee concerns in a friendly and positive manner. Ability to communicate both orally and in writing.
3. Ability to access, read, and accurately input information using a moderately complex computer system.
4. Good communication skills essential with a knowledge of Spanish desired.
5. Ability to recognize errors in recorded information; a strong attention to detail.
6. Ability to effectively deal with change and new concepts is essential.
7. Ability to manage and coordinate multiple tasks required.
8. Good analytical skills are essential.
