Guest Service Agent

7 months ago

Kitchener, Canada Crowne Plaza Kitchener-Waterloo Full time

**Position**:Guest Service Agent**

**Reports to: Front Desk Manager**

**Scope**:
Creates a memorable experience for each guest by ensuring guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

**Primary Responsibilities**:

- Registers guests into the hotel promptly and courteously using upselling techniques to maximize room rates; prepares for group check-in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
- Processes customer payments according to established policies and procedures.
- Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
- Contributes to overall tactical goals, initiatives and objectives with a truly visionary approach
- Performs all Guest Service Agent functions as required; booking room reservations; answering hotel phone calls and notifying guests of messages; will facilitate proper security of department keys.
- Balances and audits for accuracy room revenue, food and beverage revenue and telephone revenue; completes all reports relevant to daily revenues.
- Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.
- Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures.
- Other duties as assigned by supervisor or management.

Note: Associates will abide by the specific performance standards for their department as communicated to them by their manager.

**Relationships**:
**Internal**:
Maintenance: To relay guest needs for service.

Accounting: To seek credit approval for payment processing.

Housekeeping: To verify room availability.

**External**:Hotel guests: To sell and provide customer service; to resolve problems.

**Qualifications**:
Education/ Experience: University or College degree in Hotel and Restaurant Management/ Business Administration an asset but not required, previous experience in a Hotel Front Office.

**Skills**:

- Knowledge of a Property Management System, such as Opera.
- Excellent communication skills - oral and written
- Excellent guest service skills
- Prioritize and organize work assignments, have timely follow up and execution.
- Interpersonal and decision-making skills.
- Highly organized, excellent attention to detail, proactive approach to problem solving.
- Working knowledge of Microsoft Word/Excel and other software

**Working Conditions**
- Will be required on occasion to work nights, weekends, and holidays.
- Will be required to work in a fast fast-paced, stressful environment.
- Maybe asked to work overtime

**Physical/ Cognitive Activities**:
**Guest Service Agent**

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person also types or uses a keyboard to coordinate hotel services for the guests.

This position utilizes problem solving and reasoning abilities often.

Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.

Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.

**Health and Safety**:
It is the responsibility of all associates to ensure that they follow all health and safety policies by:

- working in a safe manner
- reporting any unsafe conditions
- immediately reporting any associate injury/accident
- using personal protective equipment if required

Associates are required to fully participate in all health and safety initiatives and may be recruited to jo

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