Guest Service Agent

PRIMARY OBJECTIVE OF POSITION

To increase customer satisfaction by providing efficient, prompt trouble free and courteous Front Office service connected with arriving, and in- house guests, in line with the hotel’s guidelines, and Atana Hotel corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

- Is available to register, process, and greet customers promptly checks the daily arrival list
- Welcomes customers to the hotel
- Responds to customer requests for information about the hotel and its surroundings
- Arranges for special services requested by the customer
- Stays current with developments in the hotel by reviewing the communication log sheet each shift; updates log sheet for next shift
- Arranges fulfilment of customer services by working with Bell staff, Housekeeping, Reservations and Room Service
- Allocates rooms and issues appropriate keys
- Follows-up / Verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment Changes room rates and guest rooms if approved by Assistant Front Office Manager
- Handles incoming guest room reservations Handles reservations for guests with rental cars, restaurants, etc.
- Is aware, at all times, of current room status and room availability
- Is fully aware of Atana Hotel service concepts
- Is fully aware of, and knows how to handle, all current and future hotel promotions
- Utilizes yield management to maximize room revenue
- Increases hotel revenue by promoting food and beverage alternatives within the hotel - Knows the names of key people within Atana Hotel Minimizes loss of revenue by adhering to all established credit procedures
- Ensures all guests establish credit upon check- in .
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures Receives proper approval codes for cash and credit card paying customers
- Identifies and records special billing instructions and notifies accounting and AFOM & DOR. Completes shift closing accurately by getting appropriate approval signatures and authorization codes Adheres to hotel policies regarding the use of cash banks
- Communicates effectively with guests, colleagues, and supervisors
- Demonstrates teamwork by co- operating and assisting colleagues as needed Handles difficult situations
- Effectively Communicates open and closed dates, availability and condition of rooms to the AFOM & DOR .Keeps effective key control
- Ensures that guest mail and messages are delivered promptly
- Demonstrates a working knowledge of all services and facilities of the hotel, Handle all guest comments and complaints; and notifies AFOM & DOR immediately for appropriate follow- up