Guest Service Agent

Description:

Coordinate and oversee all guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests. Verify, process, and secure all forms of payment; review and reconcile guest accounts to ensure billing accuracy. Issue, activate, and manage guest room keys. Respond promptly to guest inquiries, requests, and messages, ensuring appropriate follow-up and resolution. Generate and maintain contingency reports to provide accurate guest records in emergency situations. Educate guests on room features and hotel amenities, services, operating hours, and local attractions. Investigate and follow up on unresolved guest concerns or outstanding requests from previous shifts to ensure complete resolution. Review daily operational reports and logs to maintain awareness of hotel activities and guest needs. Complete required cashier functions and end-of-shift reports within designated systems. Receive, document, and communicate wake-up call requests to the appropriate department. Maintain accountability of assigned cash banks by balancing and securing funds at the beginning and end of each shift. Process cash, credit card transactions, vouchers, corrections, miscellaneous charges, and provide accurate change. Report guest incidents involving loss, theft, or security concerns to management.

Requirements:

Follow all company policies, procedures, and service standards. Promptly report accidents, injuries, unsafe conditions, or maintenance concerns to management. Maintain a neat, professional appearance in accordance with company grooming and uniform standards. Protect confidential information and safeguard company assets. Welcome every guest in a warm and professional manner, providing service that anticipates and exceeds guest expectations. Accommodate and assist guests with disabilities in accordance with company standards. Express genuine appreciation to guests and create a positive guest experience. Communicate clearly and professionally with guests and associates, including proper telephone etiquette. Build and maintain effective working relationships with colleagues and support team objectives to achieve operational goals. Adhere to quality assurance standards and service excellence expectations. Remain on feet or seated for extended periods as required by business demands. Lift, carry, push, pull, or move items weighing up to 10 pounds without assistance. Perform additional duties and responsibilities assigned by management.