Guest Service Agent

Roles and responsibilities

Register guests collecting necessary information (like contact details and exact dates of their stay)
Welcome guests upon their arrival and assign rooms
Provide information about our hotel, available rooms, rates and amenities
Respond to clients’ complaints in a timely and professional manner
Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
Upsell additional facilities and services, when appropriate
Maintain updated records of bookings and payments
1. Check-In and Check-Out:
Guest Registration: Greet guests upon arrival and assist them with the check-in process, including verifying reservation details, collecting necessary information, and issuing room keys.
Room Assignments: Assign guests to appropriate rooms based on their preferences or reservation details, ensuring that rooms meet the guest’s needs.
Check-Out Process: Handle the check-out process by verifying bills, collecting payment, and ensuring that all charges are accurate. Address any final requests or concerns from the guest.
Billing Inquiries: Answer questions related to billing, process payments, and provide receipts for transactions.
2. Customer Service:
Guest Inquiries: Provide information about hotel amenities, services, and local attractions to guests. Answer questions related to room features, hotel policies, and nearby services.
Resolve Issues: Handle guest complaints or concerns promptly and professionally, offering solutions to ensure their satisfaction.
Personalized Service: Anticipate guests' needs and offer personalized services, such as making restaurant reservations, arranging transportation, or assisting with special requests (e.g., late check-out, extra towels).
Upselling Services: Suggest additional services or amenities (e.g., room upgrades, spa treatments, tours) that enhance the guest experience.
3. Managing Reservations:
Reservation Management: Take incoming reservations over the phone, online, or in person, ensuring all details are accurately recorded in the system.
Booking Modifications: Handle changes or cancellations to existing reservations and communicate any modifications clearly to the guests.
Overbooking Management: Assist in managing overbookings or room shortages by finding alternative accommodations or offering compensations to guests when necessary.

Desired candidate profile

Administrative Duties:

• Record Keeping: Maintain accurate guest records, reservation logs, and other relevant documentation.
• Reports: Prepare daily shift reports, including guest arrivals, departures, and special requests, and report any issues or feedback to management.

Skills and Qualifications:

1. Customer Service Skills:

• Communication: Excellent verbal and written communication skills are essential for interacting with guests and colleagues, handling inquiries, and resolving issues.
• Conflict Resolution: Ability to handle guest complaints and difficult situations diplomatically and professionally to ensure guest satisfaction.
• Empathy: A strong sense of empathy and the ability to understand and respond to the needs of guests.

2. Multitasking and Organizational Skills:

• Time Management: Ability to manage multiple tasks simultaneously while ensuring that guests receive timely and effective service.
• Attention to Detail: Accuracy in processing reservations, billing, and handling guest requests.

3. Problem-Solving Abilities:

• Quick Decision-Making: Ability to assess situations and resolve issues efficiently, especially when dealing with last-minute changes, cancellations, or complaints.
• Adaptability: Being able to think on your feet and adjust to changing situations or guest needs.

4. Technology Skills:

• Property Management System (PMS): Proficiency with hotel management software for handling reservations, check-ins, check-outs, and guest information.
• Communication Systems: Familiarity with phone systems, email, and messaging systems to communicate with guests and internal departments.

5. Professional Appearance:

• Grooming and Presentation: Maintaining a neat and professional appearance, as guest service agents are often the first point of contact for visitors and set the tone for their experience.