Guest Service Agent at Monty Suites

Job Description

• A Guest Service Agent (also known as a Front Desk Agent or Receptionist) is usually the first point of contact for guests at a hotel.
• They are responsible for providing friendly, efficient service to guests during their stay, handling check-ins and check-outs, and addressing any issues or inquiries to ensure a positive guest experience.
• In summary, a Guest Service Agent plays a crucial role in ensuring guests have a pleasant and comfortable stay at the hotel.
• They serve as a representative of the hotel's brand and are instrumental in creating a positive first impression and maintaining guest satisfaction throughout their visit.

Responsibilities
Guest Check-In and Check-Out:

• Greet guests upon arrival, check them in efficiently, and provide them with information about the hotel's facilities and services.
• Process guest departures, including accurately settling bills and ensuring payments are processed correctly.

Customer Service:

• Respond promptly to guest requests and complaints, and escalate issues to management when necessary.
• Anticipate guest needs and proactively assist them to enhance their experience.

Reservation Management:

• Handle room reservations, changes, and cancellations using the hotel's booking system.
• Maintain accurate records and documentation related to guest reservations and interactions.

Communication:

• Answer phone calls and emails professionally, redirecting inquiries or taking messages as needed.
• Coordinate with other departments to fulfill guest requests or resolve issues.

Administrative Duties:

• Maintain a neat and organized front desk area, including handling paperwork and completing daily reports.
• Assist with billing, invoicing, and processing payments accurately.

Hospitality and Sales:

• Promote hotel services, amenities, and special offers to guests.
• Upsell room upgrades or additional services to maximize revenue.

Qualifications
Education:

• A High School Diploma or equivalent is typically required.
• Additional education in hospitality management or a related field may be beneficial but is not always necessary.

Skills and Experience:

• Customer Service Skills: Exceptional interpersonal and communication skills are essential for effectively interacting with guests from diverse backgrounds.
• Organizational Skills: Ability to handle multiple tasks, prioritize workloads, and manage time effectively in a fast-paced environment.
• Attention to Detail: Accuracy in handling reservations, payments, and guest information is crucial to ensure guest satisfaction and compliance with hotel policies.
• Problem-Solving: Capability to resolve guest issues promptly and efficiently, often under pressure.
• Computer Literacy: Proficiency in using hotel management software, reservation systems, and basic office software (e.g., Microsoft Office).
• Previous Experience: 1-5 working experience is important.