Guest Service Agent (Full-Time)

Benefits

Additional Information

186 rooms | 4,500 sq. ft. meeting/event space Amenities: 24-hour fitness center, indoor pool, restaurant and bar with outdoor lounge, complimentary hot breakfast daily. Located in downtown Indianapolis, this property attracts both business and leisure demand-offering strong career growth in a thriving Midwestern market. With a residential-style feel in an urban setting, it's ideal for leaders who value both guest comfort and brand-driven operations. Job Duties Maintain complete knowledge at all times of: - All hotel features, services, hours of operation - All room types, numbers, layout, decor, appointments and location - All room rates, special packages and promotions - Daily house count and expected arrivals/departures - Room availability status for any given day - Scheduled daily group activities - Maintain complete knowledge and comply with all hotel and departmental policies and procedures - Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times - Meet with supervisor to review daily assignments and priorities - Meet with departing Front Desk Agent to review business status and follow up items - Access all function of computer system according to established procedures and standards - Set up work station with necessary supplies; maintain cleanliness throughout shift - Answer department telephone within three rings, using correct greeting and telephone etiquette - Promote positive guest relations to all individuals approaching the Front Desk - Accommodate all requests for information in a congenial manner - Process all guest check ins according to established hotel requirements - Confirm reservation in system and review all noted information - For guests without a reservation, sell a room type as agreed upon - Register guest in computer and generate a registration card - Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated - Assign guest rooms - Advise guest of any messages, mail, faxes, etc. received for them - Inform guest of room safe and mini bar key and room key procedures - Issue parking passes validate valet parking tickets and enter information in computer - Communicate services and amenities included in packages to guests on packages - Obtain proper identification for tax exempt guests and attach form to registration card - Obtain guest signature for designated paperwork - Maintain guest history files on all guests - Communicate VIP arrivals to designated personnel for escort and delivery of amenities - Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals) - File registration cards and vouchers in bucket by room number - Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests - Accommodate room changes expediently - Handle guest complaints according to the six step procedures, ensuring guest satisfaction - Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction - Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals - Offer detailed information on the voice mail system to callers and guests wishing to leave message - Accept and record wakeup call requests; deliver to PBX - Issue safe deposit boxes to guests and ensure security of keys - Distribute all guest and department mail - Monitor, send and distribute guest faxes - Document and confirm reservations and cancellations - Block rooms in the computer and follow through on designated requirements - Pre-register designated guests and prepare key packets - Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery) - Generate, print and distribute daily and weekly reports - Resolve discrepancies on the room status report with Housekeeping - Match the bucket check to in house guest ledger report; report discrepancies to manager - Process all check outs according to established hotel requirements - Resolve any late charges - Present folio to guest and resolve any disputed charges - Settle guest accounts following Accounting procedures - Retrieve guest room key from guests - Request guest comments on their stay - Process express check outs throughout the shift - Handle requests for late check outs according to established hotel procedures - Conduct group check ins and outs according to established hotel procedures - Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information - File guest room keys and ensure the safe keeping of keys at the Front Desk - Adhe

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