Guest Service Agent

SUMMARY DESCRIPTION

Responsible for welcoming guests through check in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations and acting as a switchboard.

This is a full-time position, with a standard workweek of 40 hours and a starting pay rate of $24.00 - $26.00 per hour based on experience.

ESSENTIAL DUTIES

• Presents and receives completed registration card, assigns rooms, and informs guests of room location and rate.

• Input information such as room numbers and messages.

• Files checkout registration cards daily.

• Corrects inaccuracies and discrepancies on guest accounts.

• Posts charges to guest accounts.

• Completes daily bucket and high balance checks and files check in cards.

• Must be familiar with the physical layout of the Hotel, including guest rooms and their locations, facilities, and amenities in order to confidently sell Hotel to prospective guests.

• Updates all guest profiles with correct billing information, preferences, special requests, etc. 

• Reports any guest concerns or comments to the MOD.

• Takes on the spot reservations.

• Provides Concierge and Bell services to guests when needed

• Investigates guest charges to resolve guest complaints.

• Checks messages and mail

• Book guest reservations for individuals via telephone, email or fax from within the hotel in accordance with Library standards and reservations scripts. 

• Up-sell rooms where possible according to established procedures to maximize revenues.

• Balances cash daily.

• Deposits cash in safe and float in safety deposit box.

• Ensures all billing and paperwork is done in accordance with Accounting standards

• Accepts advance deposits for guests checking in and posts the advance to guests' accounts.

• Other duties as assigned

RESPONSIBILITIES AND AUTHORITIES

• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences.

• Handles guest complaints promptly and professionally. 

• Reports guest concerns or comments to the Front Office Manager/Front Office Asst Manager.

• Establish and develop long term customer relationships providing value and profitability

• Enhancing our guests stay by creating a welcoming, upscale atmosphere 

• Must be available to work a flexible schedule

REQUIREMENTS

Education:

• Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

1. Hospitality Diploma or Degree 

2. Minimum 6 months customer service experience 

Knowledge:

• Hospitality or customer service .

Skills:

• Must have excellent interpersonal skills and enjoy working with people.

• Must be enthusiastic, punctual, and dedicated to the job.

• Reading, writing, speaking and understanding the English language, a second language is a positive.

License:

• Fire Life Safety Director (To be obtained 1 year after hiring).

Physical:

• Must be able to remain stationary (standing) for long periods at a time. 

• Must be able to lift 75 pounds and move throughout the property with ease.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform and other related duties, as may be required by their supervisor.

Library Hotel is committed to the full inclusion of all qualified individuals. As part of this commitment, Library Hotel will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact Robert Rawlins, our General Manager by phone at 212-204-5410 or via email at Robert@libraryhotel.com.