Agent, Guest Services NEW FT 17-264
Agent, Guest Services NEW FT 17-264
Admin - Clerical, Customer Service
Check in/out guests, make guest 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. Assist in concierge and other service related questions for guests.
Position 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 position's time. Please include supervisory responsibilities.
Process guest check-ins and check-outs, perform foreign currency exchanges and handle other cash transactions. Process credit cards as per Aston procedures. Responsible of accurate daily collection of money and preparing daily reports.
Answer property's incoming telephone switchboard and direct calls to appropriate person. Record guest telephone and other incidental charges as applicable.
Use computer to make reservations, settle guest accounts and research information for guests.
Communicate with Housekeeping and Engineering to report and prepare work orders when problems are reported by a guest. As applicable, follow up to make sure that problems have been resolved.
Perform clerical duties such as typing, filing, recording, mailing and computer data input processing.
Prepare arrival packets for guests.
Maintain a clean and presentable work station as well as a friendly and courteous personal manner at all times.
Prepare daily archives, deposit receipts and other reports as required.
Be knowledgeable and share information about the area with guests.
Handle all room moves and assists with relocations.
Perform other duties as assigned.
Position Qualifications: Describe the minimum qualifications needed to complete the position responsibilities.
High School degree/diploma equivalent additional experience.
1 or more years of experience in customer service preferred.
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
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.
Answer (If yes, give multiple examples)
Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?
Does this position have authority to commit the employer in matters that have significant financial impact?
Does this position have authority to waive or deviate from established policies and procedures without prior approval?
Does this position have authority to negotiate and bind the company on significant matters?
Is this position involved in planning long or short-term business objectives?
Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?
Yes, handles complaints from guests.
Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may be reviewed, revised or reversed?
Physical Requirements: Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this position.
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
Stand for long periods of time
Walk extended distances
Lift/carry up to 5 lbs.
Lift/carry 6-25 lbs.
Lift/carry 26-50 lbs.
Lift/carry over 50 lbs.
Reach hands and arms in any direction
Kneel and/or stoop repeatedly
Working Conditions: Indicate the environmental aspects of the position. Check all that apply.
Work in normal office conditions 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.