- Career Level
- Entry Level
Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Education & Experience:
- High School diploma or equivalent required.
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high pressure situations.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
- Approach all encounters with guests and employees in a friendly, service oriented manner.
- Maintain high standards of personal appearance and grooming,
- Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards while maintaining a friendly and warm demeanor at all times.
- Handle requests for information, mail and messages in an efficient and courteous manner.
- Answer guest inquires about hotel service, facilities and hours of operation.
- Answer guest inquires regarding restaurants, transportation, entertainment etc.
- Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
- Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow rate quoting scenario.
- Have knowledge of and assist in emergency procedures as required.
- Handle check-ins and check-outs in a friendly, efficient and courteous manner.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
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