JOB DESCRIPTION
JOB TITLE: Guest Service Agent
REPORTS TO: Front Desk Supervisors and Front Office Manager
STATUS: Non-Exempt - Hourly
JOB SUMMARY:
The Guest Service Agent is responsible for providing attentive, courteous service to all guests prior to
arrival and throughout their stay, while maximizing room revenue and occupancy. Agents are also
responsible for all reservation inquires during their shift. Guest Service Agents are expected to actively
develop excellent service skills in dealing with clients, guest and co-workers.
QUALIFICATION STANDARDS
Education & Experience:
• High School diploma or equivalent.
• Excellent organization and time management skills.
• Ability to communicate clearly and effectively with customers, co-workers and managers.
• Knowledge of Microsoft Office, Internet and Property Management Systems
• Ability to work a flexible schedule, including weekends and holidays.
• All associates are required to satisfactorily complete a 90-day probationary period. This,
however, does not guarantee immediate hire after the 90 probation completion.
Physical Requirements:
• Long hours may sometimes be 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.
Mental Requirements:
• Must work well in stressful, high pressure situations.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues
raised by clients, guests and co-workers.
• Must be effective in handling problems in the workplace, including anticipating, preventing,
identifying and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
DUTIES AND RESPONSIBILITIES
The following reflects management’s definition of essential functions for this job but does not restrict
the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this
job at any time due to reasonable accommodation or other reasons.
Service attitude and communication
• Maintain high standards of personal appearance and grooming. Wear name tag when working.
• Maintain a professional and friendly demeanor at all times.
• Establish and maintain good communication and team work with fellow employees and other
departments within the hotel.
• Must be always attentive, courteous and efficient in the dealings with the clients, guests,
managers and all other employees.
• Demonstrate a genuine caring and a commitment to guest service.
• Greet and welcome all guests approaching the front desk in accordance with standards.
Guest Representative Responsibility
• Greet guest-check them in and out with friendliness, speed and accuracy.
• Operate the front desk according to Management’s specifications. Operate with accuracy the
reservation system, check-in and checkout system and credit card system.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash drop reports. Responsible for cash drawer and ticket stock balancing.
• Operate the switchboard and disperse calls as required by your shift. Take guest messages and
faxes with accuracy, always noting the date and time of message. Repeat message back to caller
to assure the accuracy of the message. Use message light to tell guests that they have a message
waiting.
• Know emergency procedures and how to respond.
• Keep all business confidential on and off duty. Never say a guest’s room number out loud and
never discuss any issues in front of the guest.
• Know room rate. Also know the amenities of the rooms so you can inform guests of what to
expect in their rooms.
• Know the physical makeup of building-exterior and interior. Know where the closest attractions,
shopping, convenience store and gas stations are.
• Be ready and happy to show guests a room. Inform guests of promotions.
• Do daily reports, audits correspondences etc. as required by your shift.
• Keep lobby and office area clean at all times,
• Set wake-up calls as dictated by your shift.
• Complete shift paperwork each shift
• If our hotel is full, check lodging availability at other hotels. Have ready the phone number, the
location, and rates so you can give the guest as much information as possible. Call and secure
other accommodations.
• Have a professional, positive image at all times and always smile! Hospitality is our business!
• Take and confirm credit cards for validity and acceptability. Never input a credit card manually,
unless otherwise advised by Management.
• Know status of reservations on a daily and future basis as well as turn downs.
• Lock and secure area if leaving the front desk, even if it is for a moment!
• Report potential hazards to management. If a guest is injured, get appropriate medical
attention, fill out the proper incident reports, inform the general manager and never admit
fault.
• All calls must be answered in three (3) rings. All calls are to be answered in a “scripted” manner.
• This is not meant to be all inclusive, there may be additional duties assigned like laundry or
cross-training of other hotel duties or other shift duties.
• Be ready to begin work at scheduled time. Punch in no earlier than 5 minutes before your shift.
• Take and record reservations with accuracy. Confirm as requested.
• Resolve guest complaints within your capacity. If needed, pass the information to the
Management for further action.
• You are only permitted to clock yourself in. Only the general manager can make time card
adjustments. You may not punch in any earlier than 5 minutes before the start of your shift.
• There is a specific dress code for the hotel. The general manager will review it with you. The
dress code may include dark slacks and button-down shirt with a tie for men and a shirt and
skirt/slacks for women. All nail polish and jewelry must be tasteful; earrings on men are not
permitted when on duty. If a uniform is provided, the General Manager will review with you the
care of it.
Reservations responsibilities
• Answering potential guest inquiries, providing hotel and city information, as well as promoting
the hotel amenities and special promotions
• Maintain updated knowledge of area attractions
• Maintain familiarity with room type and rates for FIT wholesale rates, special packages and
promotions
• Maintain updated knowledge of guest room floor layout, location and room contents and
special accessible rooms/facilities
• Process all new, canceled and modified reservations with details accuracy and efficiency
• Process all FIT wholesale within 24 hours and receiving original reservation request with
efficiency and accuracy.
• Maintain working knowledge of direct bill accounts
• Process all group/convention, leisure transient, commercial and wholesale reservations with
efficiency and accuracy.
• Process all special requests such as connecting rooms, preferred locations, crib, rollaway and
other requests
• Ability to handle multiple tasks simultaneously and focus attention to detail. Must be guest
oriented, display a positive attitude and act as a team player. Utilizes good listening skills;
converses with telephone clients and other employees in a professional and courteous manner.
• Professionally represent the hotel while answering the calls and dealing with clients/guests
• Ability to work with other departments in coordinating reservations
• Ability to assist the Front Desk/Reservation Supervisors in any tasks assigned by them
General Responsibility
• Comply at all times with standards and regulations to encourage safe and efficient hotel
operations.
• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all policies and hotel rules, as well as hotel terminology.
• Develop full understanding of hotel amenities and services.
• Understand emergency procedures and be prepared to help when necessary.
• Ensure personal correct and accurate cash handling while at the front desk.
• Distribute or tabulate any work as outlined by management.
• Perform any other duties as requested by management.
• Maintain grab and go breakfast bags for guests.
I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND
ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT
RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND/OR CHANGES IN THE JOB
DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB AS LISTED
ABOVE, WITH OR WITHOUT REASONABLE ACCOMODATION.
____________________________________________
Team Member Signature Date
____________________________________________
General Manager Signature Date