Job Description

• The Guest Services Agent (GSA) is responsible for ensuring the highest level of guest service and standards are achieved. The GSA acts as a main point of contact for all hotel guests and works in harmony with all hotel departments to ensure all guests are wowed by our boutique hotel, which is designed to meet their needs with our team.
• The GSA acts as a problem solver, in a professional and calm manner, resolving any guest concerns that may occur while delivering outstanding service to our guests. 
• The primary duties of the guest service agent are to assist guests with check-in & check-out processes, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous and friendly manner.

Responsibilities 

Guest Check-in and out:

• Knowledge, understanding, and adherence to Company Core Values and Mission Statement.
• Perform duties as outlined in the Front Office Training Procedures.
• Check guests in and out of the hotel in a courteous and pleasant manner.
• Use the appropriate phrases and greetings when interaction with guests.
• Provide information pertaining to available services and facilities of hotel, points of interest and entertainment attractions, making reservations as needed.

Guest Services:

• Offer assistance to the individual needs and requests of all guests.
• Ensure guest needs are responded to in a timely and efficient manner.
• Maintain guest confidentiality at all times.
• Conduct self in a friendly and attentive manner during all guest encounters.

Guest Reservations:

• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations
• Responsible for greeting every guest upon arrival
• Prepare documents and keys required for registration
• Register arriving guests and assign rooms
• Process guests’ departures, calculate charges and receive payments
• Make, confirm, cancel and change reservations
• Promptly and courteously attend to telephone calls and text messages, directing as appropriate
• Provide information on hotel facilities and services
• Concierge services including booking activities, dining reservations and transport
• Provide detailed information about points of interest in the area
• Arrange services required for guests with special needs
• Ensure guest special requests are efficiently completed
• Store and retrieve luggage
• Follow emergency and safety procedures
• Provide direction to guests requiring guidance and offering any further assistance, as required
• Training of new team members
• Be an ambassador of Limewood Villa Hotel
• Other related duties as assigned by the Front Office leadership team
• Accurately manage payment system.
• Communicate pertinent shift information to the next shift and to supervisor.
• Adhere to all safety policies and procedures