Guest Service Agent
Company: Residence Inn - Needham
Posted on: November 26, 2022
Residence Inn - Needham
The purpose of a GUEST SERVICE AGENT is to serve as the primary
contact for all guests throughout their stay and effectively and
efficiently check guests in and out of the hotel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Operate the front desk according to standard operating procedures
and with exceptional guest service.
Operate with accuracy the reservation system, check-in and checkout
system and credit card system, following all safety and security
Check registration (folio) cards for completeness, accuracy, and
Maintain accurate cash sheet. Responsible for cash drawer
Operate the switchboard and disperse calls as required by your
shift. Take guest messages and faxes with accuracy, always noting
the date and time of message. Repeat message back to caller to
assure the accuracy of the message. Use message light to tell
guests that they have a message waiting.
Know emergency procedures and how to respond.
Never say a guest's room number out loud.
Be knowledgeable of hotel promotions.
Know room rate. Also know the amenities of the rooms so you can
inform guests of what to expect in their rooms.
Know physical makeup of building-exterior and interior. Know where
the closest shopping, convenience store and gas station is.
Complete daily reports, audits correspondences etc. as required by
Keep lobby and office area clean at all times,
Set wake-up calls as dictated by your shift.
Prepare room status sheet for housekeeping and update housekeeping
on rooms available to clean as guests checkout or leave for the
Take and confirm credit cards for validity and acceptability.
Lock and secure area if leaving the front desk, even if it is for a
Create incident reports for guest injuries / issues when
Answer all calls within three (3) rings. All calls are to be
answered in a "scripted" manner.
Take and record reservations with accuracy. Confirm as
Resolve guest complaints.
Maintains regular attendance, is consistently on time, and observes
prescribed work, break and meal periods in compliance with
Maintains high standards of personal appearance and grooming, which
include compliance with the dress code.
Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential duties of
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE
To perform the job successfully, an individual should demonstrate
the following competencies. Other competencies may be required.
Associate demonstrates a high QUALITY of work:
Demonstrates accuracy and thoroughness.
Monitors own work to ensure quality.
Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards
Meets or exceeds productivity standards.
Produces adequate volume of work efficiently in a specific
Associate demonstrates excellent CUSTOMER SERVICE SKILLS
Responds to requests for service and assistance.
Demonstrates the desire and ability to provide high quality service
to both internal and external customers.
Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE
Asks for and offers help when needed.
Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance
Takes responsibility for own actions.
Performs work with little or no supervision; works
Can be relied upon regarding task completion and follow up.
EDUCATION AND EXPERIENCE REQUIREMENTS:
One year certificate from college or technical school; or three to
six months related experience and/or training; or equivalent
combination of education and experience.
Ability to read and comprehend simple instructions, short
correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system
The work environment normally entails the following:
--- Indoor work environment
--- May be exposed to and use of cleaning chemicals throughout the
--- Minimal to moderate noise levels consistent with hotel
Top of Form
During the course of performing the physical demands of this
position, associates are expected to observe and adhere to safety
and security procedures, promoting a safe work environment.
The physical activity normally entails the following
Position is expected to:
--- Stand more than 2/3 of the time
--- Walk less than 1/3 of the time
--- Sit less than 1/3 of the time
--- Lift up to 15 lbs
--- Push / pull up to 10 pounds
Our company does not discriminate against its associates or
applicants because of race, color, religion, sex, pregnancy,
national origin, ancestry, age, marital status, sexual orientation,
veteran status, physical or mental disability or medical condition.
Equal employment opportunity will be extended to all persons in all
aspects of the employer-associate relationships, including
recruitment, hiring, advancement, compensation, benefits, training,
promotion, transfer, discipline, layoff, recall and termination.
Every reasonable accommodation will be made for disabled
Resumes and applications for employment will be evaluated on the
basis of qualifications to meet the requirements of the position
and ability to perform the requirements of the
Keywords: Residence Inn - Needham, Boston , Guest Service Agent, Hospitality & Tourism , Needham, Massachusetts
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