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Position: Guest Service Agent
Reports to: Rooms Manager
Scope:
The reception desk is a first impression of any organization and is very important as a guest will judge a hotel by how the front desk operates. This is especially true of the hospitality industry where the first impression is definitely the lasting impression. People in this position are required to be professional, hands-on and very pleasant, even in the event of adversity. They greet guests and provide registration information, create reservations and provide ongoing guest service throughout the guest's stay.
Responsibilities :
Greet guests as they arrive insuring the 15-5 rule is followed
Manage the registration process with accuracy and efficiency
Ask for identification and ensure the provided credentials are accurate
Handle guest check-ins and check-outs appropriately
Operate hotel switchboard, take calls and provide information and transfer calls
Manage accurate accounting of all rooms
Provide guests with room keys
Process reservations over the telephone, through emails and in person
Answer queries regarding the hotel services, charges, dining facilities, sports facilities and travel directions
Refer guests to appropriate departments to resolve complaints or provide suggestions
Compute bills and take payment
Provide guests with directions around the hotel
Contact housekeeping and maintenance departments when a problem is reported
Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift
Complete other duties as assigned
Criminal record check required
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
- Significant use of memory
Specific Skills
- Take, cancel and change room reservations
- Store and retrieve luggage
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Investigate and resolve complaints and claims
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Keyboarding
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
Work Location Information
- Urban area
Security and Safety
- Bondable
Type of Bookkeeping and Accounting
- Cashiering
Business Equipment and Computer Applications
- Spreadsheet software
- Database software
- Computerized reservation system