Guest Service Agent (Full-Time)

186 rooms 4500 sq. ft. meeting/event space

Amenities: 24-hour fitness center indoor pool restaurant and bar with outdoor lounge complimentary hot breakfast daily.

Located in downtown Indianapolis this property attracts both business and leisure demand-offering strong career growth in a thriving Midwestern market. With a residential-style feel in an urban setting its ideal for leaders who value both guest comfort and brand-driven operations.

Job Duties

Maintain complete knowledge at all times of:

All hotel features services hours of operation

All room types numbers layout decor appointments and location

All room rates special packages and promotions

Daily house count and expected arrivals/departures

Room availability status for any given day

Scheduled daily group activities

Maintain complete knowledge and comply with all hotel and departmental policies and procedures

Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times

Meet with supervisor to review daily assignments and priorities

Meet with departing Front Desk Agent to review business status and follow up items

Access all function of computer system according to established procedures and standards

Set up work station with necessary supplies; maintain cleanliness throughout shift

Answer department telephone within three rings using correct greeting and telephone etiquette

Promote positive guest relations to all individuals approaching the Front Desk

Accommodate all requests for information in a congenial manner

Process all guest check ins according to established hotel requirements

Confirm reservation in system and review all noted information

For guests without a reservation sell a room type as agreed upon

Register guest in computer and generate a registration card

Verify registration card information with guest obtain back up information for guest credit or payment method and input into system; collect cash when designated

Assign guest rooms

Advise guest of any messages mail faxes etc. received for them

Inform guest of room safe and mini bar key and room key procedures

Issue parking passes validate valet parking tickets and enter information in computer

Communicate services and amenities included in packages to guests on packages

Obtain proper identification for tax exempt guests and attach form to registration card

Obtain guest signature for designated paperwork

Maintain guest history files on all guests

Communicate VIP arrivals to designated personnel for escort and delivery of amenities

Set up accurate accounts for each guest checking in according to their requirements (sharing separate room tax incidentals)

File registration cards and vouchers in bucket by room number

Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for walking guests

Accommodate room changes expediently

Handle guest complaints according to the six step procedures ensuring guest satisfaction

Document all guest requests complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction

Take record and relay messages accurately completely and legibly. Distribute hotel personnel messages to appropriate individuals

Offer detailed information on the voice mail system to callers and guests wishing to leave message

Accept and record wakeup call requests; deliver to PBX

Issue safe deposit boxes to guests and ensure security of keys

Distribute all guest and department mail

Monitor send and distribute guest faxes

Document and confirm reservations and cancellations

Block rooms in the computer and follow through on designated requirements

Pre-register designated guests and prepare key packets

Communicate pertinent guest information to designated departments/personnel (special requests amenity delivery)

Generate print and distribute daily and weekly reports

Resolve discrepancies on the room status report with Housekeeping

Match the bucket check to in house guest ledger report; report discrepancies to manager

Process all check outs according to established hotel requirements

Resolve any late charges

Present folio to guest and resolve any disputed charges

Settle guest accounts following Accounting procedures

Retrieve guest room key from guests

Request guest comments on their stay

Process express check outs throughout the shift

Handle requests for late check outs according to established hotel procedures

Conduct group check ins and outs according to established hotel procedures

Assist all departments and executives in obtaining appropriate information regarding groups inventory and guest information

File guest room keys and ensure the safe keeping of keys at the Front Desk

Adhere to all cashiering procedures

Process adjustment vouchers paid outs correction vouchers miscellaneous charges

Make change for guests

Cash guests personal checks/travelers checks

Post charges

Settle room accounts

Run closing reports

Count bank at end of shift

Complete designated cashier reports

Balance receipts

Drop receipts

Secure bank

Legibly document pertinent information in the log book

Minimum Requirements

High school graduate or equivalent

Previous experience in customer service.

Must be able to compute accurate mathematical calculations

Must be able to clearly communicate in English with guests visitors management and coworkers to their understanding both in person and by telephone.

Must be able to provide legible communication and directions Some college or training in hospitality industry.

Ability to input and access data in computer.

Ability to understand guest inquiries and provide responses.

Ability to promote positive relations with all individuals who approach the Front Desk

Ability to focus on guests needs remaining calm and courteous

Ability to think clearly quickly and make concise decisions

Ability to prioritize organize and follow up

Ability to work well under pressure of constant frequent arrivals and departures

Ability to focus attention on details

Ability to maintain confidentiality of all guests and hotel information

Ability to ensure security of guest room access

Ability to remain stationary at assigned post for extended periods of time

Ability to work cohesively with other departments and coworkers as part of a team

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race color religion gender sexual orientation gender identity national origin age disability veteran status or any other protected status prohibited under Federal State or local laws. All employment decisions are based on valid jobrelated requirements.