Guest Service Agent Job Description Template
Our company is looking for a Guest Service Agent to join our team.
Responsibilities:
- Provides information and general assistance to guests;
- Assist other departments, as necessary;
- Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required;
- Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts;
- Demonstrate a high level of customer service at all times;
- Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments;
- Manages a variety of financial transactions and is responsible of cash floats;
- Comply with hotel security, fire regulations and all health and safety legislation;
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy;
- Act in accordance with policies and procedures when working with front of house equipment and property management systems;
- Follow company brand standards;
- Answers phone calls and requests from guests;
- Performs all necessary administrative tasks;
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities;
- Achieve positive outcomes from Guest queries in a timely and efficient manner.
Requirements:
- Cruise industry experience is an advantage;
- Teamwork;
- A recognised medical certification is required before starting to work on board;
- Ability to work on your own and as part of a team;
- Excellent communication and customer care skills;
- Calm, efficient, and organized with great attention to detail;
- Previous experience in a customer-focused industry;
- Positive attitude and good communication skills;
- Possess a valid passport and when possible a seaman book copy;
- Knowledge of Fidelio Cruise System is an advantage;
- Problem-solving skills;
- High School certificate;
- A passion for contributing to and enhancing guest experiences;
- Experience in a 5 star environment;
- Well-presented, organised and calm personality.