Guest Service Agent (Front Office) | Holiday Inn & Suites Geelong

Job Description

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity.
• Assist guests with check-in and check-out processes efficiently and accurately.
• Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
• Up-sell products and special promotions as needed.
• Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
• Maintain accurate guest records and update information in the hotel management system.
• Coordinate with other hotel departments to ensure guest requests and special requirements are met

promptly.

• Manage room reservations, including making new reservations, modifying existing bookings, and

processing cancellations.

• Process payments, collect and record guest information, and maintain confidentiality of all guest data.
• Ensure the lobby, front desk area, and common areas are clean, organized, and presentable at all times.
• Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
• Assist guests with transportation, dining, and entertainment arrangements.
• Maintain a working knowledge of hotel policies, procedures, and safety protocols.
• Complete required daily checklist items with set timeframes.
• Handle cash and credit transactions accurately and efficiently.