Job Summary:

The Guest Service Agent is to deliver an exceptional experience to every guest at our hotel. You’ll welcome guests, manage their information, distribute their keys and room assignments, and answer any general inquiries to ensure they have an excellent stay with us.

Some Areas of Responsibility:

• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest’s name.
• Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
• Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
• Manage room bookings in person, online, and through incoming calls, and answer inquiries about guests’ needs, including questions about available rooms, amenities, room rates, and special requests.
• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
• Assist and resolve any guest billing inquiries and/or concerns.
• Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
• Coordinate breakfast service: prepare baskets/bags, order/bake pastry, make sure items are presented in accordance to SOP and execute delivery with breakfast team maintaining procedures.
• Communicate all guest room status changes to Housekeeping department.
• Deliver guest amenities as necessary.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate guidelines.
• Follow scheduled shifts and follow break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones calls within 3 rings, also using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.

Success Factors:

• Ambassador of Joy: Embody and promote a culture of positivity and enthusiasm, ensuring that both guests and staff feel welcomed, valued, and inspired.
• Customer-Centric Focus: Understand and anticipate the needs of both internal and external guests, consistently exceeding expectations.
• Meticulous Attention to Detail: Deliver work that is precise, thorough, and up to the highest standards of luxury hospitality.
• Effective Communication: Provide clear, concise, and actionable information to ensure colleagues, guests, and stakeholders are well-informed.
• Ownership & Accountability: Take full responsibility for tasks, ensuring they are followed through to achieve the desired results.
• Foster Team Collaboration: Work collaboratively within teams, motivating others to sustain exceptional levels of performance.
• Build Strong Relationships: Establish trust and foster cooperation with colleagues, guests, and partners to promote mutual success.

Safety and Security

• Recognizes and reports potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and reports potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Additional Responsibilities:

• Any other duties assigned by Supervisor.