Guest Service Agent

Job description

Primary Responsibilities: Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift. Checks guests out of the hotel; processes customer payments according to established policies and procedures. Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests. Books guest reservations or coordinates with reservation center. Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank. Issues, controls and releases guest safe-deposit boxes. Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Provides a professional image at all tim...