Agent, Guest Services  IOB  FT  17-356

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  • Aqua-Aston Hospitality

    Agent, Guest Services  IOB  FT  17-356

    Aqua-Aston Hospitality


    Admin - Clerical, Customer Service

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    Check in/out guests, collect rent money, make guest and owner reservations, and process all guest charges.  Answer telephone switchboard and process calls and messages.  Process all guest complaints to the appropriate personnel in order to maintain highest levels of guest satisfaction. 
    Job Responsibilities:  Maximum of ten responsibilities, in order of percentage of time spent on functions from longest to shortest; do not list anything that does not represent at least 10% of the job's time.  Please include supervisory responsibilities.
    1.  Process guest check-ins and check-outs, and collect rent money.  Process credit cards as per Aston procedures.  Responsible for accurate daily collection of money and preparing daily reports.
    2.  Answer property's incoming telephone switchboard and direct calls to appropriate person.  Record guest telephone and other incidental charges as applicable.
    3.  Use computer to make reservations or check unit availability for guest or owner inquiries.
    4.  Prepare work orders for housekeeping and maintenance departments when problems are reported by a guest.  Interface with Owner Relations and property management as necessary.  As applicable, follow up to make sure that problems have been resolved.
    5.  Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing.
    6.  Prepare arrival packets (to include site specific maps) for guests.  This includes after hours.  (Attached IOB standard after hours).
    7.  Maintain a clean and presentable work station as well as a friendly and courteous personal manner at all times.
    8.  Prepare daily rent receipt journal, deposit receipts, and other reports as required.
    9.  Be knowledgeable and share information about the area with guests. 
    10.  Responsible for key control.
    11.  Handles all room moves and assists with relocations.
    12. Starting at 5 p.m. is responsible to assist the Night Auditor with Utility duties:
        Check in/Check out /Pre-check outs.  Re-cutting key cards, preparing next day's  
        registration cards, preparing after hours packets, etc. and other Guest Services
        duties as needed.
        Deliver guest amenities (chocolates, fruit baskets, etc.)
        Maintenance duties including changing light bulbs, plunging toilets, re-
        programming and replacing batteries for remove controls for AC/TV.
        Housekeeping duties including delivering towels,/linens, cribs, pillows, blankets,
        soap, shampoo, body gel, etc.
        Blue Card required to relieve pool bar personnel during their break or if items
        need to be retrieved from bar storage.
        Help guests with parking with the assistance of resort patrol personnel especially
        when the parking lot is full or if there is an event happening at the Trees s
    Job Qualifications:  Describe the minimum qualifications needed to complete the job responsibilities.
    Education  High diploma or equivalent additional experience.
    Experience  1 or more years experience in customer service preferred
    Licenses/Certifications  Blue Card, Driver's License
    Management Activities:  Check all that apply
      Interview, select and train employees
      Set and adjust their rates of pay and hours of work
      Direct the work of employees
      Appraise employee productivity and efficiency for the purpose of recommending promotions or other changes in status
      Handle employee complaints
      Discipline employees
      Plan the work
      Determine the techniques to be used
      Apportion the work among the employees
      Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold
      Control the flow and distribution of materials or merchandise and supplies
      Provide for the safety and security of the employees or the property
      Plan and control the budget
      Monitor or implement legal compliance measures
      Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each , are equivalent to 2 full-time employees).
      Authority to hire or fire other employees or make suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other employees.
    Discretion & Independent Judgment:  Answer all questions and provide multiple specific examples.
    Question  Answer (If yes, give multiple examples)
    Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?   No
    Does this position have authority to commit the employer in matters that have significant financial impact?  No
    Does this position have authority to waive or deviate from established policies and procedures without prior approval?    No
    Does this position have authority to negotiate and bind the company on significant matters?  No
    Is this position involved in planning long or short-term business objectives?  No
    Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?  Yes, handles complaints from owners and guests.
    Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed?  No
    Physical Requirements:  Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this job.
    Ability to speak and hear.  Close and distance vision.  Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
    Additional physical and visual requirements (check all that apply)
     Identify and distinguish colors
     Frequent sitting
    X Stand for long periods of time
    X Walk extended distances
    X Lift/carry up to 5 lbs.
    X Lift/carry 6-25 lbs.
     Lift/carry 26-50 lbs.
     Lift/carry over 50 lbs.
    X Reach hands and arms in any direction
    X Kneel and/or stoop repeatedly
    Working Conditions:  Indicate the environmental aspects of the job.  Check all that apply.
    X Work in normal office conditions and in close proximity to others
     Outdoor weather conditions
     Extreme cold (non-weather)
     Extreme heat (non-weather)
     Wet or humid conditions
     Near moving or mechanical parts
     On high precarious places
     With fumes or airborne particles
     Near toxic or caustic chemicals
     Near risk of electrical shock
     Near loud noises
     In areas of strong vibration

    Benefits and Compensation

    We are committed to offering competitive pay and benefits to our employees.  We conduct regular compensation reviews to ensure that our employees continue to earn a fair and equitable compensation package relative to that of other industry competitors.

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