TITLE: GuestServiceAgent* *REPORTS TO: General Manager/ Front Desk Supervisor

FSLA STATUS: DEPARTMENT: Front Desk

PREPARED BY: DATE:

I. SUMMARY STATEMENT Assures the highest possible level of visitor and guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries II. ORGANIZATION No direct reports

III. PRIMARY DUTIES AND ACCOUNTABILITIES

Room Assignments, Changes, and Issues

· Checks guests into and out of the hotel in an accurate, speedy, and courteous manner.

· Efficiently handles all payments received, whether cash, credit card,

checks, or traveler?s checks. Balances/verifies all monetary transactions in the appropriate accounts.

· Ensures that all hotel keys are distributed to the appropriate parties, and that guest privacy is maintained.

· Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service, and maintenance issues.

Guest Service

· Offers guests assistance whenever possible.

· Responsible for resolving escalated customer relations issues.

· Answers inquiries about hotel policies and services.

· Must respond to and follow up on all guest requests to ensure customers are satisfied with the hotel?s services and accommodations.

· Responsible for positively representing and promoting the property.

· Ensures systems and procedures are in place and followed for guest safety and security.

Other Duties as Assigned

· Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.

· Properly compiles, completes, and distributes reports to all management and relevant staff.

· Reports any maintenance, security, or safety issues to the appropriate staff.

IV. SKILLS, EDUCATIONAL BACKGROUND, AND**EXPERIENCE

· High School Diploma or GED required.

· Previous front desk experience highly preferred.

· Prior experience using Windows-based software, including Microsoft Word, Excel, and Outlook, is highly preferred.

· Excellent organizational and prioritization skills.

· Ability to work well and collaborate with others.

· Superior customer service skills.

· Excellent communication skills.

· May be required to stand for an extended period.

· Able to work a flexible schedule.

Work Remotely

• No

Job Types: Full-time, Permanent

Pay: From $18.00 per hour

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Store discount
• Vision care

Experience:

• Hotel Front Desk Agent: 2 years (required)
• ChoiceAdvantage: 1 year (required)

Work Location: In person