Guest Service Agent

Major Responsibilities

· Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.

· Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AURO Hotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.

· Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.

· Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.

Essential Job Functions

· Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.

· Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.

· Maintain cash bank per accounting guidelines. Comply with all accounting procedures.

· Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.

· Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.

· Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.

· Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.

· Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.

· Provide safety deposit boxes to guests in accordance with established hotel procedures.

· Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.

· Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

Other Duties and Responsibilities

· Complies with Company Standards of Service as outlined for AURO Hotels.

· Projects a favorable image of AURO Hotels to the public at all times.

· Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

· Treats guests, vendors, customers and co-workers with professionalism and respect at all times.

· Completes Departmental, AURO Hotels and Brand standards training as assigned.

· Maintains a clean and neat appearance at all times.

· Must be able to work flexible work hours/schedule including evenings, weekends and holidays.

· Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education

High school diploma or general education degree or equivalent combination of education and experience preferred

Certificates & Licenses

Valid State Driver’s License (anyone driving a Company vehicle or required to drive as a part of their job); Others required by Brand Standard and/or State Law.

Computer Skills

As required by Brand Standard and Company standards

Language Ability

Ability to speak effectively with customers and/or associates. Ability to write clearly and legibly.

Math Ability

Able to perform basic math problems.

Reasoning Ability

Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the associate may be required to work outside in extreme heat, cold, rain, wind or inclement weather as the demands of the position so dictate.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is occasionally required to lift up to 40 pounds. The associate is frequently required to talk and/or hear. The associate is constantly required to walk and stand, sometimes for several hours at a time, and use their hands and fingers to operate a computer. The associate is constantly required to use their vision to perform an activity such as but not limited to: viewing a computer terminal, and reading