Guest Service Agent Job Description

Guest Service Agent Job Description

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Guest service agent provides emergency support to include: fire alarms, employee injuries, incident report information, contact of the emergency support and notification of the Benchmark Racine Leadership Staff.

Guest Service Agent Duties & Responsibilities

To write an effective guest service agent job description, begin by listing detailed duties, responsibilities and expectations. We have included guest service agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Demonstrate knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Identify and forward incoming emails, faxes, guests mail and messages promptly to either hotel guests, Meeting and Events functions or other departments
They will be working with other front desk agents, reservations agents and bell person/ guest services attendant
Must work closely with Concierge Services, and Management in order to create guest
Ensure that Duty Managers are kept fully aware of any relevant feedback from guests and, or, other departments
Provide guests local information regarding restaurants, transportation, entertainment
Follow all local laws with regard to alcoholic beverage sales
Maintain accurate cash sheet
Complete daily reports, audits correspondences as required by your shift
Communicates guest requests and issues to the proper departments

Guest Service Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Guest Service Agent

Typically a job would require a certain level of education.

Employers hiring for the guest service agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in Education, General Education, Hospitality, Computer, Communication, Hotel Management, Foreign Languages, Associates, Graduate, Keyboard

Skills for Guest Service Agent

Desired skills for guest service agent include:

Services
Attractions
Events
Immediate area
Fire and emergency procedures
Emergency procedures and assist as needed
Hotel promotions
Packages
Room rates
But not limited to

Desired experience for guest service agent includes:

Strong computer skills (previous experience with Opera and/or Micros will be an advantage)
Be reliable, punctual and approachable
Prior front-desk office experience or equivalent experience preferred
Ability to exercise excellent judgment regarding when to put a call through, when to find someone, when to interrupt a meeting, when to redirect a call to someone else on the team
Involves work of a general office nature
Embraces Change – Accepts & implements changes to improve their work and the organization around them

Guest Service Agent Examples

1

Guest Service Agent Job Description

Job Description Example
Our company is growing rapidly and is hiring for a guest service agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service agent
  • They will ensure they collect the guest's information required for their stay along with explaining hotel policies and procedures in a professional manner
  • You will promote and sell special hotel programs
  • You will be constantly interacting with resort staff in a professional manner, assisting other departments with necessary information
  • Engages with our guests upon check out (leaving) to ensure that that are satisfied with their service and assist in recovery efforts when needed
  • When there is down time, you will assist the reservations department with taking guest reservations in a professional manner
  • They will be working with other front desk agents, reservations agents and valet
  • The front desk agent responds to the Front Office Manager and Front Office Supervisor
  • Have excellent organisational and administration skills
  • Answer the switchboard in a friendly and professional manner
  • Have strong communication skills and a pro-active approach to your work
Qualifications for guest service agent
  • Ensures Strategic Alignment with the Vision – Supports & promotes Vision, Mission and Values by personal example and by aligning decisions and practices with the Vision, Mission and Values
  • Practices and Fosters Effective Communication – Consciously attempts to gather provide accurate, timely, and helpful information that increases their understanding and enables others to act
  • Demonstrates Learning and Development Passion – Promotes continuous learning by trying new things that contribute to their personal development and to the success of the hotel
  • Focuses on Customer Satisfaction – Considers the customer perspective and factors it in when making decisions or recommendations or taking actions
  • Practices Effective Teaming – Works as a team with others within their department and across the organization, sharing ideas and resources, and supporting each other to achieve goals that are important to one or all
  • Functional Expertise – Displays the expertise required for their position, which results in the achievement of our Vision, Mission and Values
2

Guest Service Agent Job Description

Job Description Example
Our growing company is hiring for a guest service agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest service agent
  • Undertake administrative duties as requested during the shift
  • Ensure that all guest requests are communicated to the relevant departments and auctioned appropriately
  • Maintain the security of information relating to guests and hotel staff
  • Have a previous knowledge of Opera is desirable
  • Have a high level of both written and spoken English
  • Be working with a dedicated team and be passionate about your work
  • Have the desire to progress your career in an International Company
  • Completes the registration process by inputting and retrieving information for the OnQ system and ensuring method of payment is in place
  • Greets customers and guests immediately with a friendly and sincere welcome
  • Fields guest complaints conducting thorough research to develop the most effective solutions and using the Make It Right Empowerment tools to negotiate results
Qualifications for guest service agent
  • An outgoing individual that is looking to grow with a fun, progressive company
  • Department of Transportation Physical and Written Examination and copy of current Department of Motor Vehicle Driver’s Record in good standing (the D.O.T
  • Ability to read and comprehend simple instructions, shot correspondence, and memos
  • English and Hungarian proficiency
  • Physical by nature this position requires standing for 8 hours per shift and the ability to lift and push at least 20kg
  • EU work authorization is required
3

Guest Service Agent Job Description

Job Description Example
Our growing company is looking for a guest service agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for guest service agent
  • Offer, arrange and sell Guests’ activities (private tours, boat’s rides, transfers and major excursions)
  • Maintain digital database
  • Work closely with Front Desk / Concierge Staff providing assistance
  • Site inspections to Travel Agents and Tour Operators
  • Lty and personalize every guest stay
  • G.U.E.S.T
  • Maintains office supplies stock
  • Completes cashier pre-shift supply checklist
  • Completes guest check-in procedures
  • Maintains adequate supplies of outlet stationery for cashiers
Qualifications for guest service agent
  • Afternoon/Evening shift
  • Written, spoken and reading proficiency in the English language - Additional languages are an asset
  • Able to organize, plan ahead and manage workload
  • Helps encourage customer loyalty by developing friendly, personalized relationships
  • Depending on the type of hotel, may handle reservations outside the reservations department's opening hours"
  • 2 years of previous sales/reservations experience preferred
4

Guest Service Agent Job Description

Job Description Example
Our company is growing rapidly and is looking for a guest service agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service agent
  • Check and follow up on all bills on hold
  • Check the billing instructions are correct for all expected departure guest and set up required auto routing or auto transfer on the PMS / Guest folio
  • Currency rates and credit-card paid-out bookings
  • Executing any other task that might reasonably be expected of you within our hotel
  • Generate reports for Front Desk, and Housekeeping as necessary
  • Occassionally transport guests in hotel van
  • To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system especially for long-staying guest, regular, VIP guests
  • To be always available during peak periods
  • To be able to carry out all functions of a GSA, Bell Captain & Attendant whenever required
  • To liaise with Rooms Reservation with regards to immigration issues for the guest
Qualifications for guest service agent
  • Ability to act calmly under stress and strain, and of not being hasty or impetuous
  • Ability to exhibit a cheerful demeanour toward others
  • Aptitude to learn operation of hotel switchboard
  • Aptitude to learn hotel property management system (Opera)
  • Able to work shifts (including night shift) and under pressure
  • Previous experience in Front Office Department and Guest Relations
5

Guest Service Agent Job Description

Job Description Example
Our company is looking to fill the role of guest service agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest service agent
  • Cash handling and balancing procedures
  • Monitor and manage availability on third party websites
  • Increase revenue streams for incidentals, tours and promotions
  • Ensure security procedures are adhered to at all times
  • To have complete knowledge of all room types, rates and hotel matrix
  • To develop a close and harmonious working relationship with departments
  • Attend meetings and training sessions and meetings as required
  • To anticipate guest needs and handle guest enquiry’s in a helpful and attentive manner
  • To be knowledgeable on all facilities provided within the Hotel
  • Ensure Front Office is clean and well stocked at all times
Qualifications for guest service agent
  • Attention to detail in terms of content and accuracy
  • Candidates should have a minimum of 6 months of experience as a front desk agent or within a similar role in the hospitality industry
  • The ideal candidate will be customer-oriented and have excellent communication skills, be attentive to detail, and be able to multitask while working in a team-oriented environment
  • Ability to schedule and staff department in accordance with business demands and within budgetary guidelines
  • Ability to train Front Desk Team Members and ensurance training competency and retention
  • Ability to ensure timely team member reviews are completed

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