Guest Service Agent - Full Time

작업 내용

• Greet customers immediately with a friendly and sincere welcome.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
  

• Must have the ability to communicate in English
• Self-starting personality with an even disposition
• Maintain a professional appearance and manner at all times
• Can communicate well with guests
• Must be willing to "pitch-in" and help co-workers with their job duties and be a team player
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to stand and move throughout front office and continuously perform essential job functions
• Ability to access and accurately input information using a moderately complex computer system
• Ability to observe and detect signs of emergency situations
• Ability to establish and maintain effective working relationships with associates, customers and patrons
• Ability to work a variety of shifts, including days, evenings, weekends and holidays