Guest Services Agent

*We are a drug-free workplace. Pre-employment screenings and background checks will be conducted for all viable candidates.

POSITION: FRONT OFFICE AGENT

DEPARTMENT: FRONT OFFICE/ROOMS DIVISION

REPORTS TO: FRONT OFFICE MANAGER / FRONT OFFICE SUPERVISOR

SUMMARY:

Responsible for handling an efficient and courteous check-in and checkout of all Riverside Hotel guests by following all the procedures and guidelines outlined in the policies prepared by hotel management. Assist all guests with any concerns they might have with enthusiasm and a “can-do” attitude.

ESSENTIAL FUNCTIONS:

• To maintain the highest standards of guest care and service throughout your departmental area at all times.
• To demonstrate a good standard of social skills to the guest and your working colleagues.
• To familiarize yourself with your department standards of performance and to be able to demonstrate their application.
• To arrive for your working shift on time as per your departmental schedule wearing your uniform that does not deviate from the hotel standard.
• To maintain a high standard of personnel appearance and grooming at all times during your working shift.
• To anticipate guest dissatisfaction and to take the appropriate action ensuring that all incidents are reported to your supervisor/head of department
• To familiarize yourself with all hotel products and services offered to our guest and to take every opportunity to maximize hotel sales.
• To greet guests and answer questions in a courteous and efficient manner.
• To check-in and checkout of all guests during your scheduled shift.
• To answer phone calls within three (3) rings.
• To ensure that all guests are registered with the proper guest codes, verify and record proper ID information or payments for accommodations as required.
• In the event that guests are not properly recorded with their information, to follow up on it.
• To ensure that Guest mail, messages, faxes, etc. are held and issued to the respective persons in the shortest possible time.
• To have good knowledge of the hotel room types and locations.
• To inform the Front Office of your whereabouts at all times should you need to leave the desk area.
• To communicate with the Front Office Manager, Supervisor or Night Manager to obtain necessary information of the day’s needs and procedures.
• To assist in blocking of rooms as necessary – especially for VIP reservations and special requests.
• To assist in preparing needed reports.
• To handle any room changes as needed for guests.
• To create and set-up banquet accounts with partial payments and direct billing.
• To keep work area cleaned and well stocked with all necessary equipment to handle the guest registration and checkout.
• To make keys for incoming guests and assure proper ID is verified when re-issue occurs.
• To demonstrate a working knowledge of fire prevention and to act upon your departmental fire
• procedures in the event of a fire.
• To familiarize yourself with your departmental hurricane procedures and to be able to demonstrate their application in the event of a hurricane warning.
• To act on your responsibilities detailed in the hotel health and safety policies.
• To ensure that all accidents or near accidents caused by departmental hazard are reported to your supervisor/head of the department.
• To familiarize yourself with and act upon the hotel standards for staff discipline and grievance matters.
• To be security conscious at all times with respect to guests/staff/hotel property and to report any suspicious circumstances to your supervisor/head of department.
• To attend any meetings that may be beneficial to your or your department on request from your supervisor/head of department.
• To attend any training sessions/course that may be beneficial to the development of your working knowledge or skills.
• To cooperate and communicate with your colleagues, supervisor/head of department and management to ensure effective departmental teamwork.
• To carry out any other reasonable tasks requested by your supervisor/head of department or management.
• To learn guest room packages, group resumes and special events.
• To develop knowledge of restaurants, shops, local attractions.
• To use analytical abilities to resolve guest credit issues.

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

EEO/M/F/V/D