Guest Service Agent

Company: Salamander Employer DC, LLC
Location: Washington
Posted on: May 27, 2023

Job Description:

POSITION OBJECTIVE

Attend to guest needs, including but not limited to, guest registration, check-out and cashiering.

ESSENTIAL JOB FUNCTIONS

• Greet and warmly welcome guests upon arrival.
• Register guests into the system, verifying reservation, address, email address, phone number and method of payment information.
• Promote the I-prefer Hotel Reward Program and provide recognition and benefits to all present members.
• Apply payment to guests' accounts both at the time of registration and at checkout.
• Post miscellaneous charges as requested.
• Handling Cash Transaction including foreign currency exchange.
• Answer phone calls in a timely and professional manner.
• Respond and process guest requests (including by email) in a timely and efficient manner.
• Handling guest's complaint up to the guest's complete satisfaction.
• Log and update the opportunity into the HOTSOS to communicate with the team
• Record guests preference, update into guest profile and act upon
• Assist guests in business needs such as printing out the document.
• Provide guests with information regarding hotel facilities and local attractions.
• Assist guests to book (a table, a ticket, a tour etc.) in absence of Concierge
• Escort the guests to the room and perform a room orientation in absence of Bellman
• Reserve a room or modify a room reservation in absence of Reservation
• Provide an appreciative fond farewell and encouragement to return to the departing guests
  EDUCATION/EXPERIENCE
  
  • High school or equivalent education required.
  • Must be 18 years of age or older.
    BASIC REQUIRED SKILLS
    
    • Must be able to speak, read, write and understand English used in the workplace.
    • Must be able to read and write to facilitate the communication process.
    • Requires good communication skills, both verbal and written.
    • Must possess basic computational ability.
    • Must possess basic computer skills.
    • General knowledge of the city where hotel is located and its attractions.
    • Extensive knowledge of the hotel, its services and facilities.
      PHYSICAL DEMANDS
      
      • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
      • Must be able to stand and exert well-paced ability for up to 4 hours in length.
      • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
      • Must be able to exert well-paced ability in limited space.
      • Must be able to lift up to 15 lbs. occasionally.
      • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
      • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
      • Ability to spend extended lengths of time viewing a computer screen.
      • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
      • Requires manual dexterity to use and operate all necessary equipment.
      • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, photocopiers and other office equipment as needed.
        WORK ENVIRONMENT
        
        
        • Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
        • Must be able to change activity frequently and cope with interruptions.

Keywords: Salamander Employer DC, LLC, Washington DC , Guest Service Agent, Sales , Washington, DC