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| ~~JOB SUMMARY: The main functions of the Guest Services Agent are to check guests into and out of the hotel, and operate the switchboard to ensure efficient communication within, to, and from the hotel. The Guest Services Agent must maintain a welcoming attitude and welcome all service questions and requests. ACCOUNTABILITIES: The Guest Services Agent is directly responsible for the prompt, efficient, and courteous check in and check-out of guests, collecting monies for services rendered during a guest stay, routing all calls appropriately and politely, taking messages accurately, handling fax transmissions appropriately, and for meeting many other guest needs during their stay. QUALIFICATION STANDARDS EDUCATION & EXPERIENCE: • Experience in a hotel or a related field preferred. • High School diploma required. • College degree preferred. TOOLS & EQUIPMENT: • Computer systems, office equipment, hotel software, telephone, credit/debit approval machine, 2-way radios, pager systems, switchboard. PHYSICAL REQUIREMENTS: • Long hours sometimes required. • Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. MENTAL REQUIREMENTS: • 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 maintain composure and objectivity under pressure. • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. • Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need. • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. • Must be able to work with and understand financial information and data, and basic arithmetic functions. DUTIES & FUNCTIONS ESSENTIAL: • Approach all encounters with guests and employees in a friendly, service oriented manner. • Maintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel. • Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working. • Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations. • Check guests into or out of the hotel. • Confirm credit and payment method at check in. • Confirm full payment at check out. • Log all requests and confirm completion. • Direct guests to daily functions within the hotel. • Review PMS inventory and house count for availability and rates. • Book reservations for day of arrival or future stays. • Balance and prepare individual paperwork for closing shift. • Balance bank daily. • Maintain and market special guest programs. • Handle incoming/outgoing calls. • Take and deliver messages. • Be familiar with guest privacy. • Operate switchboard and 2-way radio. • Provide information about hotel. • Know emergency procedures. • Run daily arrival report and mark registration cards for special requests. • Perform call accounting. • Know VIP procedures. MARGINAL: • Run copies and charge guests as needed. • Send faxes and charge as needed. • Review changes in Policy and Procedure. • Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt. • Stock and clean work space for next shift. • Distribute billing reports to hotel outlets. • Prepare key check inventory. • Block bus tours and notify Housekeeping. • Load PMS, switchboard, PC, FOLIO, fax machine and pay television printers as necessary. • File switchboard reports. • Other duties as required. | ||||||||||||||
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