Guest Service

Full job description

The Front Office Agent serves as a primary point of contact for all hotel guests and services, thoughtfully attending to guest needs and providing genuine care and comfort. The Front Office Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and responds to guest requests. The Front Office Agent impresses our guests with quality and timely service in a pleasant and friendly manner.

QUALIFICATIONS & SKILLS

• Prior experience in similar guest service role preferred.
• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal communication skills.
• Friendly, outgoing personality.
• Organized and detail oriented with the ability to multi-task.

ESSENTIAL JOB FUNCTIONS

• Approach guest encounters in a friendly, service-oriented manner. Take an active role in understanding and anticipating guest needs to provide authentic and personalized service.
• Process guest check-ins/outs and assign rooms following the hotel’s rate structures, discounts and sell/upsell strategies. Assist guests with reservations and pre-register and block reservations as needed. Accommodate special requests when possible.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety deposit boxes, additional guest room keys, transportation needs, etc.
• Ensure a timely response to guest requests and address concerns beyond satisfaction.
• Collect payment and follow proper guest check and payment policies and procedures.
• Report to work when scheduled and in proper uniform.
• Maintain a consistent professional and positive attitude when communicating with guests, vendors and associates.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Any other tasks / duties as requested by management.