Job Description
Position: Guest Service Agent
Department: Front Office
Reportsto: Rooms Division Manager
Purpose: Provide outstanding customer service to all guests through hotel reservations, incoming phone calls, guest service needs, restaurant reservations, and assisting all needs of guests and visitors.
A distinctive element exclusive to Hay Creek Management’s approach to guest service is its “Host Philosophy,” which encourages each associate to develop the skills necessary to offer competent hospitality service outside the realm of their primary job responsibilities.
The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.
Essential Functions:
¨ Provide telephone services and operate the multi-line phone system effectively. Follow all service scripts.
¨ Greet and welcome all guests in a professional and hospitable manner. Direct guests as they arrive to property.
¨ Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest’s needs.
¨ Register guests and securely assign them a guest room and room key.
¨ Have a thorough working knowledge of hotel property management system. Ability to navigate the PMS quickly.
¨ Verify customers’ ID and credit card and establish how the customer will pay for their bill upon checkout.
¨ Keep records of room availability and guests' accounts using the specified computer system.
¨ Working knowledge of all rates, packages, groups, and booking restrictions.
¨ Review the reservation transaction reports daily.
¨ Compute bills and collect final payments from guests.
¨ Assist guests in getting luggage to their rooms. Work closely will bell services to maximize guest experience.
¨ Have full knowledge of all parking options and charges. Collect guest vehicle information.
¨ Monitor guest accounts and post charges as they occur. Monitor guest room charges transferred by Restaurant.
¨ Review accounts and charges with guests during the checkout process.
¨ Contact housekeeping or maintenance staff when guests report problems.
¨ Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
¨ Keep in contact with housekeeping to keep accurate records of room status.
¨ Professionally handle guest complaints, solve problems, apologize/emphasize during guest complaints, follow up. Communicate any elevated complaints to supervisor/manager.
¨ Receive and expedite all in-house and guest messages, faxes, packages and mail received. Date-stamp, sort, and rack incoming mail and messages.
¨ Verify and update room rates as needed.
¨ Make and confirm reservations over the phone and those submitted online and via fax.
¨ Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when available.
¨ Record guest comments or complaints, referring customers to managers as necessary. Create and disperse Front Desk shift reports daily.
¨ Maintain the lobby and sitting area including ensuring coffee, other beverages, and snacks are replenished and maintained. Fix any uncleanliness, waste, newspapers, etc.
¨ Handle all lost and found inquiries efficiently and professionally, following proper guidelines. Work closely with housekeeping to ensure all items are reported and returned to the customer as soon as possible.
¨ Recording and setting wake up calls.
¨ Deposit guests' valuables in hotel safes or safe-deposit boxes as requested.
¨ Responsible for safekeeping and issuance of managerial and room keys.
¨ Responsible for safety and handling of department banks and kept in safety deposit box.
¨ Attend monthly department meetings.
¨ Be informed of all events taking place at the hotel on a daily basis.
¨ Posting bills, checks, and charges to the accounts of small groups and wedding clients per sales team.
¨ Answer questions for guests both at the front desk and over the phone.
¨ Make special deliveries to guest rooms with gift baskets, champagne, or other special food and beverage items.
¨ Know and practice all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency.
¨ Keep log of all maintenance problems and inform house person of said problems.
¨ Communicate with housekeeping and front office associates of any room changes, no-shows, early checkouts, etc.
¨ Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
¨ Flexibility to work days, nights, weekends, holidays, and critical peak business days
¨ Address each and every guest using the S.E.A.C. method, with a smile, eye contact, acknowledge their presence in a timely manner with appropriate greeting, and kindly close.
¨ Attend all scheduled meetings and training sessions.
¨ Understand and practice all HCH safety and security procedures, including Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy, and Violence in the Workplace Policy.
¨ Comply with all Hotel and HCH time and attendance policies.
¨ Comply with all Hotel and HCH uniform, dress code, and appearance standards.
Hotel Specific Essential Functions:
¨ Ability to remain standing for 10 hours (or 100% of shift).
¨ Ability to remain in a stationary position for 10 hours.
¨ Ability to frequently move and lift up to 30 lbs.
¨ Ability to walk the property and grounds regularly.
¨ Ability to move up and down stairs regularly.
¨ Ability to bend frequently and repetitively during a shift.
¨ Ability to use repetitive manual dexterity.
¨ Ability to move quickly based on guest needs.
¨ Ability to frequently communicate and exchange accurate information effectively.
¨ Ability to read, write, understand and speak English.
Technology and Equipment:
¨ Microsoft Office, including Outlook, Word, and Excel programs.
¨ Property Management System
¨ Point of Sale System
¨ Multi-line Phone System
¨ CB Radio
¨ Credit Card Processing
¨ Printer, Scanner, Fax Machine
¨ Time Keeping System
Working Environment:
¨ Hotel property with approximately 44 guest rooms.
¨ Work will primarily take place in a Hotel environment.
¨ Group and solo work.
¨ Practice and observe all safety procedures.
¨ Interior of hotel, in all areas with exposure to extreme temperatures.
¨ Exterior of hotel with exposure to weather conditions.
¨ Exposure to various hazardous chemicals.
No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Hay Creek offers an extensive benefit and incentive package, including;
Rev 1/12/23
Experience and Skills:
Required Experience:
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