Position Scope

The guest service representative is responsible for check ins and check outs of all hotel guests. Make sure all guest request are met and that all of their information and billing details are correct.

Essential Duties and Responsibilities

1. The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.

2. Perform the daily duties assigned, such as checking the logbook, report printing, check arrivals, bucket check, etc.

3. Greet all guests to the Hotel. Check them in using the criteria set in the standards of excellence, assign rooms according to the guest requests and availability, issue keys to the guest and introduce the bell staff to the guest.

4. Participate in the upsell program to move guests into suites and higher rated rooms.

5. Answer telephones, transfer calls, take messages for any guests and deliver them in a professional manner.

6. Answer any inquires in to hotel information and the local area acting as a back up to the concierge being able to carry out the majority of the concierge duties in their absence.

7. Resolve any guest issues to satisfaction of both the guest and hotel. The Guest Service Agent is empowered to do everything in their power to make guests of the hotel happy, within reason. Log any incidents in the logbook and coordinate with Front Office Manager on duty to ensure follow up and guest satisfaction.

8. Responsible for guest checks out, making sure it is performed within the standards of excellence. Must make sure that guests are billed accurately for all charges and that this is presented in a professional manner; ensure that the guest enjoys their stay.

9. Post incidental charges (parking, minibar, etc.) accurately to guest accounts.

10. Make accurate reservations for guests when required.

11. Coordinate with Manager on Duty the daily activities, VIP arrivals, escort VIPs to their room and act as their personal contact while on property if they require anything further. Handle all VIP requests in person where possible.

12. Responsible for cleanliness of work area and readiness of work area, including all public areas on the ground floor and the front door area.

13. It is the Guest Service Agent's responsibility to be aware of the revenue and yield management goals of the hotel and act as part of the revenue team setting daily goals with management, up-selling room types to achieve those goals.

14. Responsible for keeping cash bank balanced to ensure all guests needs and requests are met.

15. Work closely with other departments to ensure all guest needs and requests are met.

16. Be aware of all fire-life-safety procedures.

17. It is each agent's responsibility to strive to be the best at their job and conduct themselves in a professional manner at all times.

18. All tasks and duties are performed within the guidelines set by the Standards of Excellence, employee handbook and hotel policies and procedures.

19. Perform any other duties as required and directed.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position has not supervisory responsibilities, Indirectly the Guest Service Agent will assist in the supervision of Bell and Door staff monitoring activities and checking all staff adhere to the standards of excellence. The Guest Service Agent will also assist Front Office management with emergency situations in the hotel and hotel evacuations.

Education and Experience

High School diploma, general education degree, international equivalent or three to six months experience in a related field required. College degree preferred, previous front office experience in a luxury property required. Previous customer service experience preferred. General computer experience required. Hotel management computer systems experience preferred.

Language Skills

Must have good knowledge of English, ability to speak clearly read and write. Must be able to listen or read instructions, memos, short correspondences, and messages. Must have ability to write memos, short correspondences, or messages. A second language preferred.

Mathematical Skills

Must have good mathematical skills, ability to add, subtract, divide and multiply six-digit numbers with decimals. Ability to work out percentages and discounts.

Reasoning Ability

Ability to carry out detailed, uninvolved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required.

Physical Ability

Ability to stand in a confined environment for long periods of time is required. Ability to use a computer screen for long periods required. Must be able to work well under pressure and in emergency situations. Ability to occasionally lift bags up to 50lbs.