The Element by Westin
The Guest Service Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. But most importantly, the Guest Service Agent creates meaningful and memorable experiences in the lives of our guests!
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
- Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
- Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
- If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
- Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.
- Consistent professional and positive attitude and actions when communicating with guests and associates.
- Ensure maintenance problems are promptly reported through proper channels.
- Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
- Attend department meetings as scheduled.
- Respond to guest requests, concerns and problems to ensure guest satisfaction.
- Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
- Any other tasks/duties as requested by management.
The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience
- High school education or equivalent experience.
- One to two years of customer contact experience.
- Guest service, basic accounting, and familiarity with hospitality industry practices preferred.
Skills and Abilities
- Ability to understand and provide friendly guest service.
- Ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
- Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
- Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
- Ability to follow an appropriate course of action based on policies and procedures.
- Ability to operate a computer, calculator, phone and other office equipment.
- Attention to details with good organizational and efficient time management skills.
- Consistently professional attitude and behavior with effective listening and communication skills.
- Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
- Ability to satisfy the legal requirements for employment within the jurisdiction.
Working Conditions & Physical Effort
Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.