Guest Services Agent - Michigan Staffing : Job Details

The Guest Services Agent is responsible for providing quality guest services that include registration and check-out, hotel operations, bell and valet service. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest name. Essential duties and responsibilities include the following. Other duties may be assigned:

• Review arrivals noting special requests, blocking rooms as needed.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate checklist by end of shift.
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Issue guest safety deposit boxes.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Knowledgeable of immediate area, services, attractions, and events.
• Assist with Concierge services in the absence of the Concierge.
• Knowledgeable of fire and emergency procedures.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Verify credit limit report.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Performs all other duties as directed by immediate supervisor.
• Other department related duties as become necessary.
• Contact via telephone with the other departments such as Reservations, Sales, Housekeeping, is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.

Supervisory responsibilities: None.

Qualification requirements:

• Must have a valid ID.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience:

• High school diploma or general education degree (GED); or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning ability:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Physical demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.