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Kessler Collection

Guest Services Agent

Hotel Guest ServicesUpdated on Nov 11
Full-timeSavannah, GA, USANo salary listedIn-person

About the Job

Requirements

  • A high school diploma or equivalent is required.
  • Computer experience is required.
  • The ability to communicate effectively, verbally and in writing, with employees and guests at all levels is required.
  • The ability to listen to, understand, and clarify concerns raised by employees and guests is required.
  • The ability to multitask and prioritize departmental functions to meet deadlines is required.
  • The ability to stand for the entire shift is required.
  • The ability to lift, carry, push, pull, or otherwise move objects weighing up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly is required.
  • The ability to attend required meetings and trainings and maintain regular attendance according to hotel scheduling needs is required.
  • The ability to maintain confidentiality and understand and apply complex information and data from various sources is required.
  • The ability to cross-train in other hotel-related areas is required.

Responsibilities

  • Greet and welcome guests approaching the front desk according to hotel standards.
  • Maintain proper operation of the PBX console and meet hotel standards, if applicable.
  • Answer guest inquiries about hotel services, facilities, and operating hours in a timely manner.
  • Log and deliver packages, mail, and messages to guests and meeting rooms.
  • Review the Front Office log and Trace File daily.
  • Answer guest inquiries about restaurants, transportation, entertainment, and other local matters.
  • Follow cash-handling and credit policies.
  • Stay informed about rates, packages, and special promotions listed in the Red Book, as well as in-house groups and closed-out or restricted dates.
  • Obtain required information when taking room reservations and follow the rate-quoting procedure.
  • Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
  • Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette when communicating with employees.
  • Operate relevant aspects of the Front Desk computer system.
  • Complete the shift-checklist tasks and duties in a timely and efficient manner.
  • Complete bucket checks, room-rate verification reports, and housekeeping reports.
  • Balance and prepare shift-closing paperwork according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area and assist guests with safe deposit boxes.
  • Approach interactions with guests and employees attentively and in a service-oriented manner.
  • Maintain standards of personal appearance and grooming, including wearing the proper uniform and nametag.
  • Comply with hotel standards and regulations to support safe and efficient operations.
  • Identify productivity or problem areas and assist in implementing solutions; anticipate, prevent, identify, and resolve problems as needed.
  • Show initiative by anticipating guest and operational needs.
  • Perform other duties as requested by management.

Desired Qualifications

  • Experience in a hotel or related field is preferred.
  • Customer service experience is preferred.
  • College coursework in a related field is helpful.
  • Flexible and long hours may sometimes be required.

About the Company

Kessler Collection

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