Guest Service Agent

Responsible for answering, directing, dispatching, logging all requests (internal/external) that come into the switchboard.

• Answer incoming calls in a timely manner. Dispatch, direct and log all phone requests for items, using proper phone etiquette and verbiage.
• Dispatch guest requests and log in Hotel Expert. Follow-up to ensure guest request had been completed.
• Coordinate and dispatch shuttle, bell services and tram calls.

High school or equivalent (GED) education required.

• Must be able to speak, read, write and understand English.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.

May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations.

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.

Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.