Guest Service Agent

Guest Service Agent Responsibilities

1. Greet guests and warmly welcome them upon arrival, ensuring a positive first impression.
2. Assist guests with check-in and check-out procedures, including processing payments, issuing room keys, and providing necessary information about hotel amenities and policies.
3. Answer phone calls and respond to guest inquiries and requests, providing accurate and helpful information.
4. Handle complaints and concerns promptly and professionally, finding the best possible resolution to ensure guest satisfaction.
5. Book and confirm reservations for guests, ensuring accuracy and attention to detail.
6. Coordinate with other hotel departments, such as housekeeping and maintenance, to fulfill guest requests and address any issues during their stay.
7. Maintained a clean and organized front desk area, ensuring all necessary supplies were readily available for guest use.
8. Up-sell and promote hotel services and amenities to guests, maximizing revenue opportunities.
9. Keep updated records of guest interactions and transactions, utilizing computer systems and software effectively.
10. Maintain knowledge of local attractions, restaurants, and transportation options to provide recommendations and assistance to guests.

Guest Service Agent Required Skills

1. Excellent verbal and written communication skills, with the ability to effectively interact with guests from diverse backgrounds.
2. Strong customer service orientation, with a genuine desire to exceed guest expectations.
3. Exceptional problem-solving abilities, handling guest complaints and difficult situations calmly and efficiently.
4. Proficient in computer systems, including hotel management software, reservation systems, and Microsoft Office Suite.
5. Ability to work effectively in a fast-paced and high-pressure environment, prioritizing tasks and multitasking as needed.
6. Attention to detail, ensuring accuracy in all guest interactions, reservations, and transactions.
7. Strong organizational skills, with the ability to manage time efficiently and maintain a well-organized front desk area.
8. Flexibility in working shifts, including evenings, weekends, and holidays.
9. Professional appearance and demeanor, with a friendly and welcoming attitude.
10. Knowledge of multiple languages (optional but highly desirable).

Required Qualifications

1. High school diploma or Degree in Hotel and Hospitality fields.
2. Prior experience in a customer service or hospitality role is preferred.
3. Familiarity with hotel operations and procedures is a plus.
4. Basic knowledge of reservation systems and hotel management software(C-Net) is desirable.
5. Ability to handle cash transactions accurately and responsibly.
6. Willingness to undergo training and professional development as required by the hotel.