Guest Service Agent

Job Description
Position: Guest Service Agent

Department: Front Desk

Primary Responsibilities:

• Maintain a warm, friendly and professional demeanor at all times

• Professional speech and ability to communicate effectively and pleasantly

• Check guests in and out according to hotel standards

• Setting up and settling guest accounts according to accounting processes

• Great phone etiquette

• Maintain control of room keys

• Ability to balance room inventory

• Assist in accommodating guest requests

• Be able to maintain bank handling according to standard operating procedures

Secondary Responsibilities:

• Maintain thorough knowledge of room inventory and offer up sale on rooms to increase incentive

• Maintain knowledge of resort amenity, dining, and activities

• Arrive promptly for any shifts scheduled

• Keeping the office clean and orderly (front and back offices)

• Other project or duties to meet guest needs

Normal Working Hours: (Shift, days)

• Shifts vary and must be able to work flexible shifts. Weekend and holidays are required and possible overtime

To be successful in this position, the ideal candidate must meet the following criteria

in addition to The Greenbrier Service Standards for All Employees.

Past Work Experience Requirements:

• Prior hotel and / or customer service experience preferred

Educational Requirements:

• High School Diploma or G.E.D.

• Pursuing hospitality or related degree preferred

Technical Requirements:

• Basic computer skills

• General knowledge of office and telephone procedures

• Knowledge of basic accounting functions

• Experience with Opera (Property Management System) and Knowcross is beneficial

Required Supervision:

• Reports to Front Office Supervisor and Front Office Manager

• Must be able to work independently and make sound business decisions

Other Requirements:

• Consistent demonstration of the Twelve Greenbrier Values

• Commitment to the job

• Flexible with regards to scheduling

Entry level position

Computer
Experience
Software

Level
(Beginner, Intermediate, Advanced)

Word Processing

WORD

BEGINNER

Spreadsheet

Database

Programming

Calendars

Internet

Hardware Installation

Technical Skills

Skill Level (Beginner, Intermediate, Advanced)

Typing (WPM)

BEGINNER

Data Entry

Other

Location of Work

Yes

Yes

X

Indoors

Heated

X

Outdoors

Below Ground

Temp. Fluctuations

X

Elevated Areas

Personal Protec. Equip. Req

Work Postures

Continuous (up to 8 hrs. in an 8 hr. shift)

Frequent (up to 5.5 hrs. in 8 hr. shift)

Infrequent (up to 3 hrs. in an 8 hr. shift)

Rarely(up to .5 hr in 8 hr. shift)

Standing

X

Sitting

Walking

Climbing

Bending/ Stooping

X

Overhead Reaching

Arm/Hand Movement

X

Hand/Eye Coordination

Other (Define)

Requirements are subject to change