Guest Service Agents

### ROLE RESPONSIBILITIES: - Responsible for the prompt, efficient, and courteous check in and check out of guests. - Ensure efficient communication with team members, vendors, and guests. - Maintain a welcoming attitude and respond to all service questions and requests. - Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures. - Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay. - Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards. - Ensuring your uniform, personal appearance, and communications are professional. - Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner. - Creates reservations and processes special requests. - Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. - Works as a team player in meeting guests' needs. - Provides gracious and efficient telephone services. - Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information. - Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to: - Meeting Space Checklist - Rooftop Checklist (When in season) - EOS - Siena Restaurant Log (If the email gets sent within their shift) - Guest complaint log (If any) - Prepares for daily arrivals and creates room keys for incoming guests. - Accepts and provides wake up calls for guests. - Collaborates effectively with other service departments to effectively manage guest services. - Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems. - Processes customer credit at check-in/out in accordance with hotel policy - Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc. - Determine a guest's reservation status and identify how long the guest will stay. - Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible. - Verify the guest's method of payment and follows established credit-checking procedures. - Follow all cash handling and credit card authorization policies. - Be aware of all rates, packages, and special promotions. - Be familiar with BEO/GEO reports and all in-house groups and meetings. - Make sure the meeting room is set up and broken down accordingly. - Be aware of closed out and restricted dates. - Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. - Have knowledge of emergency procedures and aid as needed. - Always use proper two-way radio etiquette when communicating with other employees. - Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. - Be able to complete a front desk reports and housekeeping reports such as, but not limited to: 1. Unbalanced Folios - Daily 2. Exceeded Credit Limit - Daily 3. Siena Restaurant Room Charge Log – Daily 4. Guest Complaint Log – When needed. - Balance and prepare individual paperwork for closing of shift according to hotel standards. ### ROLE REQUIREMENTS - Maintain market promotions and guest programs. - Maintain a clean work area. - Assist guests with safe deposit boxes and requests. - Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner. - Ability to work 7am – 3pm and 3pm – 11pm shifts, weekends are required