PURPOSE:
Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making, and modifying reservations. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.
RESPONSIBILITIES:
- Approach all encounters with guests and associates in a friendly service-oriented manner.
- Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
- Maintain regular attendance in compliance with Athena Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
- Comply with Athena Hospitality policies, standards, and regulations to encourage safe and efficient hotel operations.
- Maintain proper operation of the telephone switchboard and ensure that all Athena Hospitality performance standards are met.
- Handle requests for information mail and messages in an efficient and courteous manner.
- Answer guest inquiries about hotel service facilities and hours of operation.
- Answer inquiries from guests regarding restaurants, transportation, entertainment etc.
- Be aware of all rates packages and special promotions; Be familiar with all in-house groups; Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow rate quoting scenarios.
- Be familiar with all Athena Hospitality policies and house rules as well as hospitality terminology.
- Have knowledge of and assist in emergency procedures as required.
- Handle check-ins and check-outs in a friendly efficient and courteous manner.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Use proper two-way radio etiquette when communicating with other associates.
- As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members
- Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
- Perform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds
- Be fully familiar with the brand frequency program, level, and awards.
- Be familiar with breakfast operation and standards and be prepared to assist when requested or needed.
QUALIFICATIONS:
- High School diploma or equivalent required; College course work in related fields helpful.
- Experience in a hotel or a related field preferred.
- Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
- Demonstrate the ability to multitask, be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful high-pressure situations.
- Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
- Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests. Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing Must be willing and able to work a varied schedule that may include evenings nights weekends and holidays
- Holds an understanding of hotel products and guest services (i.e., lifestyle full-service resort etc.)
- Ability to participate in the creation of an enjoyable work environment
Disclaimer
This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.
EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.
