If you are the type of person who could comfort cranky, exhausted travelers and make their day brighter, you may have what it takes to be a successful guest service agent. Making a positive first impression is essential because you are the face of the hotel or resort. You score points by quickly locating a suitable room, issuing card keys, offering a wake-up call, providing directions to the room and arranging luggage assistance. Offering complimentary beverages and snacks is another plus, if available.
A guest service agent plays a critical role in ensuring that guests enjoy their stay. Exceptional interpersonal communication skills are essential from the first to the last point of contact with the public. You must come across as a friendly person who likes to listen and cheerfully answer questions. Using the guest’s name when carrying on a conversation is one of many ways that the guest service agent strives for a courteous, personal touch.
Upon arrival, the check-in process should be fast and seamless. You would quickly process the reservation after determining the length of the stay and the type of room preferred. The cost of lodging and incidentals would be explained and credit card information obtained. Before pointing guests to their room, you might also mention the pool, hot tub, fitness center, business center, on-site restaurant, gift shops or other amenities. When guests check out, you would ask if everything went well and invite them back.
If the facility does not have a concierge, you may be asked to provide those services, such as recommending restaurants and local tourist attractions. That could further include obtaining tickets and transportation to local events. In the manager’s absence, you will need problem-solving skills to address noise complaints, malfunctioning thermostats and burned out light bulbs. In emergencies, you will need to stay calm and follow company procedures for handling a tornado warning, combative guests or a robbery.
