Guest Service Agent

Essential Functions:

The Guest Service Agent will be able to check-in, check-out Guests and cashiering.

Supportive Functions:

Agent must be familiar with reservations system and equipment. Rate structure and special packages including D.C.S., Set, T/A, A/L Discounts, Rates, Room types, all applicable coding honey moon, Packages, Travel vouchers, bedding type, wholesale rates, location of rooms within Hotel’s Towers, Safety and handicapped features, up-selling, knowing of Hotel facilities and surrounding Area.

At Check-in:

• Listens attentively to Guest.
• Pulls registration card.
• Confirms guest’s address and other information such as length of stay by asking questions of guest.
• Verifies payment, obtains signature and confirms registration,
• Uses up-selling techniques to obtain higher revenue.
• Accepts cash for payment after obtaining identification from Guest, “no posts” the Account to ensure no outstanding balance.
• Becomes familiar with names of V.I.P., complimentary, and pre-registered guests at the start of each shift by reviewing report provided by Front office Management.
• Assists in pre-keying and pre-registering Guest Rooms.
• Treats each guest as an individual.
• Guest Service Agent selects a room within the specified room category.
• Guest Service Agent handles special Guest requests such as Rollaway, Cribs, Bed boards etc....
• Remains calm and pleasant when speaking with Guest; Guest is listened to attentively.
• Informs appropriate department of complaint.
• Informs F.O. Duty Manager of all complaints.
• Knows any special programs/packages/discounts, (Uses the Shift Supervisor as a reference source).
• Understands the various rates as applied to different room types and Packages.
• Asks the Guest if any additional information can be provided. Confirms all the information outlined in the modified reservation Guest service agent knows and can properly recite the Hotel Layout, Location, Hours of operation and capacities of all outlets and function rooms.
• Communicates correct information to the Guest relating to the Hotel departments, services, facilities, etc....
• Secures answers for all Guest Questions.
• Maintains an interest in Hotel events, promotions, Sales, etc....
• Handles Emergency situations common in the local area such as floods, earthquakes, Fire, etc....
• Handles or refers to the proper staff member in a situation involving a medical emergency.
• Guest service agent is completely familiar with all room types (including Suites and the Components and location of each).
• Knows the Rates of all room types for single, double occupancy, and rates at particular time of the year.
• Answers questions about either the Guest Room or rates.
• Guest Service Agent is able to professionally and smoothly referGuest to either the Operator or Concierge Desk for Messages,and if necessary the rationale of why Room numbers of Guestsare not give to callers.
• Guest service agent verifies the Guest is indeed registered.
• Guest service Agent makes every effort to assist the Guest.
• Collects all information needed to determine how to solve the Guest’s problem.
• Suggests the Guest contacts you if other problems, concerns, arise during their stay at the Hotel.
• Thanks the Guest for bringing the problem to your attention.

Manage Cashing Out:

• Notifies Shift Supervisor of any problems during the balancing and cashing out procedures.
• Check name and Room number with computer to compare information. Registered Guests only have safe box privilege.
• Explains procedures of retrieving personal belongings from Safety Box. Only people with matching signatures can open box.
• Gives Guest key to their safety deposit box.
• Inform Guest of the charges for losing key.
• Notes date/Time each Time Guest enters the Safety deposit Box.
• G.S.A. balances the total debits and Credits posted during the Shift, counts and balances.
• Includes both tapes with the final deposit in the deposit envelope along with moneys.
• Handles Cash, Travel Vouchers.
• Keeps two adding machine tapes to verify and check work.
• Suggests the Guest contacts you if other problems, concerns, arise during their stay at the Hotel.
• Thank the Guest for bringing the problem to your attention.
• Cross checks Room found vacant on the Housekeeping daily reports.
• Determine method of check-out and processed accordingly.

Settle Accounts with Travel Voucher

• Travel Voucher is to be collected at Registration and then processed at check-out.
• G.S.A. confirms both the Guest’s account to be credited and the Guest’s Account to be debited approve of the transfer. (Charges from one Guest account to another) Transfers the charges quickly and efficiently upon the approval of both parties noted above. Direct any Guest questions in reference to the policy and procedures of transferring Guest charges to the G.S.A. management.
• G.S.A. counts cash received from the Guest in view of the Guest.
• Leave Guest’s cash visible while obtaining cash from Drawer.
• Count change back to the Guest, Coins first, then bills.
• Hand Guest money does not place on Counter.
• Answer Guest questions and concerns with the exchange process and various forms of currency.

Settle Guest Accounts:

• G.S.A. verifies all accounts to be billed have been previously approved by the Credit Manager.
• Verify address to where bill is to be mailed.
• Adhere to the Hotel Credit Policy and settlement procedures when accepting from of payment from the Guest.
• Verify the validity of the Credit Card, vouchers, etc... when accepting form of payment.
• Issue copy of account to review, and if the account is in order and there are no recent or late charges, the bill is totaled and Guest charged.
• Issues a copy of the bill as a receipt.
• Ensures Guest Room Key/Card is returned.
• Makes sure Room is vacant.

Settle accounts with Credit Cards:

• The G.S.A. checks to see the amount shown on the Credit Card Voucher equals the Total amount posted to the Folio.
• Uses Correct Credit Card Voucher and imprint Machine.
• Validates the expiration date and ownership of the card.
• Gives Guest the voucher to sign and issue the customer copy of the voucher as a receipt.

Understand Emergency Procedures:

The G.S.A. understands and is comfortable with the role she/he plays during a Hotel Emergency in conjunction with other staff members:

· Acts quickly when seeing suspicious actions of Guests or employees by contacting the Security department to investigate.

· Views a disturbance in the Lobby and deals with situation calmly and professionally.

Recites the prepared response given to the Hotel Guests, if the fire alarm is activated, and also knows location of fire safety equipment