A Day in YOUR Life as a Guest Service Agent
Every person that enters a hotel should be greeted and feel like a guest! This is YOU on your first day of work and every work day after that. You walk in with a smile, say hello to passing guests and acknowledge your colleagues perhaps with a smile, nod or salutation. You already have a feel for how your day is going to unfold based on the flow and noise level in the lobby and you aren’t even in uniform yet! You make your way to the employee change room and transform into your sharp, sophisticated look with your professional uniform, punch in at the time clock and energetically join your teammates at the front desk.
You may be preparing to join a shift or complete a relay handoff of what has occurred during the previous shift to take over the helm. Regardless of the time of day or length of shift you are ready to meet every guest with exceptional service and care!
In the mornings we focus on guest check outs; most importantly we take every opportunity to ask our guests what was great about their stay with us and if there is anything we could have done better. The more intelligence we have the better we can serve our guests in the future. The front desk is the focal point of the operation however, we can’t do it alone. Throughout the morning and day you will be in constant communication with your supporting departments, housekeeping, maintenance and food and beverage if applicable. Did you know that some guests leave the hotel and don’t even stop by to say goodbye and some well, they might sleep in and you may have to remind them they are due to leave today!! I see a late check out call to Housekeeping in the future! You will work with all departments to ensure any room that is available is clean, well maintained and ready for the next guest and at the same time keep the guests that are staying with us happy!
In the late afternoon and evening we shift our focus to check-ins. You may be welcoming a family on vacation, be the initial impression for the kick off of a business trip or be comforting a guest travelling for an emergency or medical treatment. Regardless, you read the guest as they enter and approach them with care and pleasantries. The morning team made sure you have all of the necessary room inventory for you to check your guests into the right room at the right time for them! Don’t forget you are their ambassador to our hotel, surroundings and city. You may have to juggle some of those talents you have, make sure they know all the amenities the hotel has to offer, maybe find directions, or give a recommendation for a great place to dine or explore. By the time you leave you are more than satisfied that your guests are all taken care of and ready to have the best stay possible.
Who you are and why is this important…
- Enthusiastic, Attentive and Approachable
- Organized & Communicative
- Effective Multi-Tasker
What happens behind the scenes of all those interactions…
- You follow company policies such as checking IDs, providing room keys and any other requirements for the processes as outlined by your department leaders;
- Stay one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their messages, requests, questions and concerns;
- Answer calls with a warm welcome and swiftly transfer them to the appropriate contact or assist them with their needs;
- Handle cash and credit transactions;
- Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks;
- Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint;
- Follow all company and brand standards to sell the property and services available including and not limited to using the top down approach to room reservation sales, up-selling amenities when applicable, filtering sales leads to the sales department and promoting alternate department sales opportunities such as food and beverage.
- Some experience in guest/customer service.
- Flexibility to work a variety of shifts.
- The understanding that SERVICE is the key to any successful business.
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