Guest Service Agent

PURPOSE:

Audit balance and report on the various areas of the hotel (e.g. food & beverage outlets rooms/front desk gift shop etc.) to provide accurate timely information and to ensure OLS and Hotel accounting policies and procedures are followed. Acts as Manager-On-Duty during the overnight shift handling complaints and responding to emergency situations ensuring compliance to all Emergency/Crisis Management procedures and guidelines established by management.

ESSENTIAL FUNCTIONS:

• Audit balance and report on all food and beverage outlets (e.g. restaurants lounges banquets room service) cash and credit operations to include but not limited to checks over/short figures/tally sheets deposits counts house charges promotional materials postings etc. and reset all registers to ensure accurate timely information; balances and closes all bank ticket codes daily.
• Audit balance post and report on the front desk to include but not limited to; room charges phone calls zero balance folios corrections adjustments taxes disputed charges over/short figures deposits etc. to ensure accuracy and verify proper cash handling procedures are followed.
• Audit balance and prepare verify and report on Room information to provide rooms management feedback of how they are performing; prepares statistics and income journal sheets for preparation of daily reports; and runs night audit final after insuring all revenues are in balance nightly.
• Handles noise complaints credit problems employee conflicts guest relocation and rejection of undesirables; fields guest complaints and listens and extend assistance in conjunction with hotel Security Staff to resolve any problems that may arise utilizing diplomacy and good judgement.
• Responds to hotel emergencies immediately in a calm and effective manner in coordination with Hotel Security staff and other employees on duty consistent with the policies and guidelines outlined in the OLS MOD Manual OLS Best Practices Manual Emergency Evacuation Plan and OLS Crisis Management Plan.
• Perform the duties of a Front Desk Clerk including express checkouts when needed.
• Update the Hotel Pass Down Log on all occurrences and issues.

NON-ESSENTIAL FUNCTIONS:

• Assist in taking and placing wake-up calls
• Handle cash and balance House Bank each shift
• Perform the duties of a bellperson as needed
• Perform other duties as requested by OLS management

• OTHER PERSONNEL ISSUES:
• Abide by payroll policies procedures (punch in/punch out) Meals and Rest Periods policy and OLS Rules of Conduct.
• Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
• Report any unusual occurrences and/or request to the General Manager.
• Read and abide by all the regulations and rules of conduct stated in the employee handbook.

JOB REQUIREMENTS:

Education: High School Education or equivalent experience.

Experience: Accounting background a plus but not required; previous Front Desk Agent or Night Audit experience a plus

Skills and Abilities:

• Ability to operate a computer calculator phone switchboard/console printer
• Must possess a good knowledge of computerized hotel systems i.e. Oprah PMS and other software such as MS Excel MS Word;
• Must be a positive team player;
• Ability to compile facts and figures with the ability to analyze moderately complex mathematical calculations;
• Good written/verbal communication skills;
• Must maintain a warm and friendly demeanor;
• Maintains composure and objectivity when needed
• Very good telephone and guest relations etiquette and skills;

No. of employees supervised: Oversee overnight staff employees

Hours Required: Scheduled days and times may vary based on need

Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting pushing pulling and/or carrying to include objects weights and frequency.

Moderate - Ability to lift files/papers up to 5 lbs 50% of time.

Occasional May need to lift luggage up to 50 lbs.

No Lifting/Pushing/Pulling/Carrying Required.

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Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when why and how often.

Light as needed when filing etc.

X No Bending/Kneeling Required.

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Mobility Describe the type(s) of mobility required to include distances and % of time involved.

Moderate - Ability to move between front desk and various other areas in the hotel 15-20% of time.

Stationary Position

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Continuous Standing Describe the reasons to include time period and frequency.

75% of shift continuous standing attending to customers and monitoring lobby.

No Continuous Standing Required.

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Climbing

X No Climbing Required.

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Driving Describe type of vehicle distances % of time involved and frequency.

Light; whenever needed to assist Valet in parking cars

No Driving Required.

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Work Environment Inside: 100 % of 8 hours

(time period)

Outside: % of

(time period)

Describe any abnormal temperature exposures: NONE

Hearing X Critical Moderate Minimal

Explain: Communicate with guests

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Vision X Critical Moderate Minimal

Explain: Viewing of CTR screen

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Speech X Critical Moderate Minimal

Explain: Communicating with guests over the telephone

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Literacy X Critical Moderate Minimal

Explain: Reading daily reports numbers etc.

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Chemicals/Agents Describe any chemicals/agents to include what they are warnings and frequency of use.

Toner; white out

No Chemicals/Agents Used.

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Protective Clothing Type:

Approx. % of (time period)

X None Required.

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Equipment Operation List type of equipment and frequency of use.

Personal Computer telephone cash register calculator - approximately 90-95% of time.

None Required.

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Other Considerations

X None.