Guest Service Agent

Essential Duties and Responsibilities 

• Always treat guests with courtesy and respect in a variety of situations. 
• Must maintain standards of 5-star service 
• Must maintain honesty and integrity 
• To be mindful of the importance of personal hygiene and grooming. 
• Adhere to the property’s Health and Safety guidelines. 
• Ability to work under pressure and in a fast-paced environment. 
• Check-in, checkout and produce player’s club cards for hotel guests in a confident, professional, and friendly manner. 
• Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance. 
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.  
• Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.  
• Provide gracious and efficient telephone service as it relates to general PBX services.  Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.  
• Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals. 
• Complete all items as listed on shift checklists. 
• Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process 
• Provide guest welcome amenity at check in 
• Book future reservations upon Guest Request 
• Carry Radio on you at all times, with Hotel Ear Piece  
• Ensure proper credit card procedures are followed based on PCI compliance guidelines. 
• Enter guest requests and complete orders on Hotsos 
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift. 
• Maintain complete knowledge at all times of: 
• All hotel features/services, hours of operation. 
• Hotel history and neighborhood knowledge 
• All room types, numbers, layout, décor, appointments and location. 
• All room rates, special packages and promotions. 
• Daily house count and expected arrivals/departures. 
• Room availability status for any given day. 
• Schedule daily group activities. 
• Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come    directly to the front desk. 
• Communicate service and amenities of the hotel to guests. 
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities. 
• Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts.  
• Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager. 
• Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged. 
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages. 
• Accept and record wake-up call requests. 
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion. 
• Meet with departing Front Desk Host to review business status, log-book and follow-up items. 
• Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary.  
• Knowledgeable of property’s fire and emergency procedures. 
• Any additional duties as directed by management. 
• Ability to utilize the property management system 
• Cover Night Audit, when needed.  

 Behavioral standards that all team members will be held accountable to:  

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding. 
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. 
• Ability to accurately compute and manipulate mathematical calculations. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger. 
• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the company by being engaged, interested and productive. 
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company’s success. 
• Puts guest at forefront of all decisions 
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once. 
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays) 
• High school graduate. 
• Previous hotel experience. 
• Punctuality and regular and reliable attendance. 
• Interpersonal skills and the ability to work well with co-workers and the public. 
• Good communication skills 
• Guest service oriented  
• Ability to function in a noisy, hectic, and crowded environment 
• Ability to handle numerous duties simultaneously  
• Ability to adapt under stress, flexible 
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission  
• Oral and written proficiency in the English language. 
• Maintain up to date property knowledge.