What is a guest service agent in a hotel

Job Overview

We are looking for a proactive and customer-centric Guest Service Representative to be a part of our team. Besides providing front desk support to guests, you will also be undertaking administrative duties. As the focal point of contact for the guests, you will be addressing the guests concerns in a professional manner. 

You should also be able to promote the hotel products and services. Your other responsibilities include preparing the guests list, monitoring check-ins/check-outs and processing advance reservations. Your ability to work independently and maintain confidentiality will be resourceful.  

If your welcoming nature and pleasing personality sets you apart from the others, then we will be happy to meet you. 

Responsibilities

• Offering front desk assistance to clients

• Handling guest requests and reservations

• Managing administrative tasks like processing payments, cash handling and delivering any mails

• Welcoming guests on arrival and providing complete assistance during their stay

• Resolving any conflicts or tensions

• Monitoring check-ins and check-outs

• Preparing stay confirmation letters, cancellations or any alterations

• Verifying guest details upon arrival and allocating guest rooms

• Coordinating with the other staff members and departments to ensure customer satisfaction

• Communicating with the Customer Service Representatives about any promotional offers

• Assisting in pre-registration activities or extended stay requests

• Providing information on transport, restaurant facilities and sightseeing locations to guests

• Coordinating with the Guest Relations Manager and Guest Relations Officer for day-to-day operations

• Processing any special requests

• Managing all operations adhering to the hotel policies and regulations

• Maintaining and updating guest details on a timely basis

Requirements

• Bachelor’s degree in Hotel Management or relevant field

• Certified course in Hospitality Management is preferred

• Prior experience in Customer Service Department

• Strong problem solving ability

• Ability to work in stressful situations and for long hours

• Ability to maintain confidentiality of guest information

• Excellent communication skills

• Display a friendly and professional demeanor at all times

• Familiarity with online booking system and Microsoft Office Tools

• Proactive and a team player

• A good listener and driven by customer satisfaction

• Excellent time management skills

• Exhibit good coordination skills

• Knowledge of hospitality industry standards and regulations

• Highly motivated

• Good marketing skills

A guest service agent works in the hotel industry to handle hotel reservations, cancellations, and changes requested by customers. He or she also handles customer accounts and serves as a concierge for hotel guests. Essentially, he or she is the first contact a customer makes with hotel staff and the last person seen when checking out. This employee ensures customers' needs are met during their stay to encourage repeat visits.

Usually a guest service agent handles a switchboard and answers incoming calls from customers who want to book a room or obtain information about the property. The agent might also transfer incoming calls to registered guests, along with handling messages, mail, or faxes for guests. He or she makes sure guests receive these messages or packages in a timely manner.

A guest service agent may handle hotel room reservations.

Agents typically handle calls from hotel rooms that come through the switchboard. This might include transferring calls for room service, answering questions about nearby tourist attractions, or dealing with requests for housekeeping or laundry services. Sometimes a guest might need help accessing Internet service from the room or request a wake-up call through the agent.

Maintaining a cash drawer is one duty of a guest service agent.

These hotel employees also handle complaints from guests during their stay. If the problem concerns cleanliness, the agent sends housekeeping personnel to the room. Problems sometimes occur with plumbing or electrical fixtures, which are handled through the guest service agent. He or she might offer telephone help if a guest is having trouble with a television set or other room amenities.

Guest service agents are often in charge of dispatching housekeeping staff when necessary.

Part of a service agent’s job includes totaling customer bills when they check out. The agent tabulates the room rate and any telephone or room service charges added during the stay. He or she collects payment from the guest and maintains a cash drawer, which is typically reconciled after each work shift. If a dispute over charges arises, the guest service agent works to resolve the issue to the customer’s satisfaction. An agent might also take responsibility for preparing bank deposits and other reports.

A guest service agent may answer customer questions and concerns.

Duties as a concierge might include arranging transportation for guests during their hotel stay, or providing information about shopping or attractions in the region. The guest service agent might make reservations at restaurants or entertainment venues. If guests have special needs, such as a restricted diet, the agent might make arrangements with hotel restaurants to accommodate those needs. This employee basically addresses any request made by hotel guests.

What is the difference between front desk agent and guest service agent?

What is guest service in hotel?

What are the skills required for hotel guest service agent?

Is guest services the same as front desk?