Guest Service Agent

Title:     Guest Service Agent    

Position Overview: To anticipate and meet the needs and desires of the hotel’s guests, to ensure that guests’ room requirements are fulfilled, to maintain the established high standard of service, and to adhere to the policies and procedures of the hotel.

Our Vision is being leaders in creating experiences and properties that escape the ordinary. Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

Growing revenue above market 

Maximise assets 

Business transformation    

Our Values 

Empowerment: We make it happen

Possibilities: We evolve and innovate

Community: We make the connection

Key Accountabilities

Anticipate and attend to the guest’s needs and desires immediately.

Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.

Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.

Process daily guest transactions and accounts accurately and efficiently.

Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel’s rooms are properly prepared for arriving guests.

Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes.

Promptly action all guest messages and facsimiles.

Communicate any pertinent guest comments, particularly guest complaints, to the Hotel management.

Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area.

Have a full working knowledge of all current room rates and packages available at the Hotel. 

Book, update, amend and file all reservations accurately and in a timely manner.

Participate in all rostered theoretical and on-the-job training sessions.

Comply with all of the hotel’s operational policies & procedures.

Maintain a clean & safe working environment.

Have a full knowledge of, and practice all of the hotel’s established workplace health and safety guidelines (WH&S).

Adhere to all established cashiering policies and procedures.

Ensure the protection and maintenance of all operating equipment 

Complete all assigned opening and closing duties.

Give assistance to the telephonists and back office personnel when required.

Attend all scheduled meetings.