** Guest Service Agent**
**Job Category****:** Front Office **Requisition Number****:** GUEST02712 Showing 1 location **Job Details**
**Description**
**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, travelers 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.
**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**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Preferred**
High School or better.
**Experience**
**Preferred**
**1 year:** Hotel customer service as a Front Office/Guest Service Agent.
**Licenses & Certifications**
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