PM Guest Service Agent/Front Desk

Responsible for providingsuperior service to all guests in accordance with the rules regulations,policies and procedures set forth by the company and brand.

Principal Responsibilities:

• Professionallygreets, registers, obtain pertinent information and establishes credit prior toassigning rooms to guests.

• Identifies theneeds of each guest and provides relevant information regarding the hotelservices and amenities. Responds to allguest requests in a timely manner.

• Takesreservations from incoming callers while providing superior service and inputsall information into the hotel management system. Updates and cancels reservations in thesystem as requested by the guest.

Job Duties:

• Problem Solving- Identifies and resolvesproblems in a timely manner. Developsalternative solutions, uses reason at all times.

• Customer Service - Manages difficult oremotional customer situations. Respondspromptly to customer needs, requests for service and assistance. Drives hotel shuttle to pick up and drop offguests at approved locations as needed. Delivers requested items to guests as needed including incoming faxes,mail, valet laundry, etc.

• Team Work - Contributes to building a positiveteam spirit. Treats others with respectand consideration regardless of their status or position. Communicates with the housekeeping departmentabout room status and availability.

• Organizational Support - Follows policies andprocedures.

• Quality - Looks for ways to improve andpromote quality while demonstrating accuracy and thoroughness. Applies feedback to improve performance. Monitors own work to ensure quality.

• Quantity - Meets productivity standards,completes work in a timely manner, prioritizes and plans work activities anduses time efficiently.

• Adaptability - Able to deal with frequentchange, delays or unexpected events, changing approach or method to best fit asituation.

• Compliance - Responsible for cash drawercontent and transactions during the shifts. Ensures accuracy or daily deposits. Maintains accurate records including cash log, registration cards,reservation cards, wake-up call sheets, shuttle logs, property walks and allother logs as required.

• Safety and Security - Observes safety andsecurity procedures; reports potentially unsafe conditions; Uses equipment andmaterials properly. Maintainsconfidentiality. Maintain a current roomstatus report in case of emergency.

• Initiative - Asks for and offers help whenneeded.

• Dependability - Follows instructions, respondsto management direction; completes tasks on time or notifies appropriate personwith an alternate plan. Is consistentlyat work and on time.