Guest Service Agent at Carlson Hotel

About This Role

This position offers a great opportunity for career growth in hospitality services.

Key Responsibilities

• Greet, welcome, and check in new guests
• Inform guests of hotel policies during the check-in process
• Answer calls and direct them to appropriate departments
• Provide guests with information regarding hotel rates, services, and operating hours
• Make, confirm, and cancel guest reservations as needed
• Ensure guests are assigned to appropriate rooms
• Answer guest questions and address concerns
• Field guest requests and relay them to appropriate staff members
• Verify guests' payment methods at check-in
• Deliver room keys and provide directions to guest rooms
• Maintain accurate records of guest room bookings
• Compute guest bills and post charges to accounts
• Accommodate guest requests for extra pillows, cots, toiletries, and other amenities
• Send messages to guests as needed
• Receive and distribute mail, packages, and documents for guests
• Handle guest requests both in-person and by telephone
• Inform guests about local services, attractions, and dining options
• Meet regularly with housekeeping staff to coordinate services
• Create incident reports, daily activity logs, and other documents as requested by management
• Book and schedule conference rooms
• Assist with administrative and clerical tasks as needed
• Facilitate guest internet and WiFi access
• Review all guest payments and charges during check-in and check-out procedures
• Process credit card payments and accept cash
• Notify housekeeping when guest rooms are vacated
• Monitor and control guest visitors to the hotel
• Enforce hotel rules and regulations
• Alert management of any misconduct or policy violations
• Report emergencies to relevant authorities

Essential Qualities

• Maintain a positive attitude at all times
• Strong communication and interpersonal skills
• Professional demeanor and guest-focused approach