Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.
Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties.
Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Intern Requirements
Education & Experience:
College course work in related field helpful.
Experience in a hotel or a related field preferred.
Guest Service Agents must possess a positive and upbeat personality witha desire to deliveroutstandingcustomer service to our guests.
Guest Service Agents must have the ability to multitask, be detailoriented, and be able toproblem solve in order to effectively deal with internal and external customers.
High School diploma or equivalent required.
Physical requirements:
Flexible and longhours sometimes required.
Light work
Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of forcefrequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Mental requirements:
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high pressure situations.
Must be effective in handling problems in the workplace, including anticipating, preventing,
identifying and solving problems as necessary.
Must be effective at listening to, understanding, and clarifying the issues raised by coworkersand guests.
Must be able to work with and understand financial information and data, and basic arithmeticfunctions.
Must maintain composure and objectivity while under pressure.
What I've Learned
At Embassy Suites I was exposed to a variety of challenges. Each different from the last, I learned the benefits of true hospitality and service. While I have had previous experience in hotel customer service, this internship put me at the forefront of the business and allowed me to put my own twist and personality to guest interactions. I've become more comfortable handling invoices and billing. Even in the difficult situations where a guest has brought discrepancies in billing or a service they received, I have become more confident in myself in handling those situations. I've been able to see how the hotel works as a whole in a much more intimate setting than my other positions I've worked before in a hotel setting. Everything runs by the front desk/front office and it provides you with situations that build your familiarity with difficulties