Job Description
Job Title: Guest Service Agent
Department: Guest Services
Reports To: Guest Services Manager
Effective Date: November 30th, 2023
General Summary:
Represent the hotel to the guest throughout all stages of the guest's stay and increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of DoubleTree by Hilton and Tentac Enterprises.
Essential Functions:
Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay
Knows the location and types of available rooms as well as the activities and services of the property
Retain current clients and grow client base
Schedule and drive shuttle and limo service to and from area locations
Answers incoming phone calls, processes reservation/cancellation/modification requests, and transfers calls to appropriate departments
Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's
Reports any unusual occurrences or requests to the manager or assistant manager
Maintains the cleanliness and neatness of the front desk area
Handle and store luggage
Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels
Works closely with the housekeeping and maintenance department in the keeping room status reports up to date and coordinates requests for maintenance and repair work
Knows all safety and emergency procedures, is aware of accident prevention policies
Know general knowledge of community events and locations
Maintains a favorable working relationship with all other company employees
Other duties as assigned by the Supervisor
Communicate with supervisors and co-workers and clients in a courteous manner at all times
Specific Job Knowledge, Skills and Ability:
Working knowledge of all services and facilities of the hotel
Ability to assist hotel guests in an effective manner
Ability to fully follow supervisor’s directions
Ability to remember and recite company promotions and information
Qualification Standards
Communication:
Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.
Education:
Preferred: High School Diploma or equivalent
Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.
Computer Skills:
Required: Knowledge of Microsoft Products.
Experience:
Preferred: Front desk experience or other experience in the hospitality field.
Appearance:
All employees must maintain a neat, clean and well-groomed appearance.
Physical Requirements
Ability to stand for 90% of the work day.
Reaching by extending hand(s) or arm(s) in any direction.
Ability to carry items weighing up to 30 pounds with out assistance.
Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
Ability to move about.
Ability to see within normal parameters.
Ability to hear within normal range.
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis.
It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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