Guest Service Agent

186 rooms | 4,500 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, it’s 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