Guest Service Agent (GSA)

? Register guests and assigns rooms. Accommodates special requests whenever possible.
? Assists in preregistration and blocking of rooms for reservations.
? Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
? Understands room status and room status tracking.
? Knows room locations, types of rooms available, and room rates.
? Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
? Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.
? Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
? File room keys (only for manual room key hotels)
? Knows how to use front office equipment.
? Process guest check-outs.
? Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
? Follows procedures for issuing and closing safe deposit boxes used by guests.
? Uses proper telephone etiquette.
? Uses proper mail, package, and message handling procedures. Courier Mail Register
? Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
? Attends department meetings.
? Reports any unusual occurrences or requests to the manager or assistant manager.
? Knows all safety and emergency procedures, Is aware of accident prevention policies.
? Maintains the cleanliness and neatness of the front desk area.
? Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
? Operates front office posting software.
? Obtains the house bank and keeps it balanced.
? Completes cashier pre-shift supply checklist.
? Follow guest check-in procedures.
? Clarifies customers question or concerns about the charges on their bills.
? Maintains adequate supplies of outlet stationery for cashiers.
? Assists with distribution of month end reports as directed by accounts or front office manager.
? Attends meetings as required.
? Maintains a track of all high balance guests.
? Check and follow up on all bills on hold.
? Check the billing instructions are correct for all expected departure guest and setup required auto routing or auto transfer on the PMS / Guest folio.
? Give on the Job training for new staffs.
? Follow up on all deposit dues / deposit to be paid.
? Post charges to guest accounts.
? Handles paid-outs.
? Transfer guest balances to other accounts as required.
? Cashes checks for guests following the approval policy.
? Completes guest check-out procedures.
? Settles guest accounts.
? Dispenses guest records after the guest checkout
? Handles cash, travellers? cheque, credit cards and direct billing requests properly.
? Posts non-guest ledger payments.
? Makes discount adjustments.
? Disperses guest record upon check-out.
? Balances department totals at the close of the shift.
? Balances cash at the close of the shift.
? Manages safe deposit boxes.
? Posts room charges and taxes to guest accounts.
? Processes guest charges voucher and credit card vouchers.
? Posts guest charge purchase transactions not posted by the front office cashier.
? Transfer charges and deposits to master accounts.
? Verifies all account postings and balances.
? Monitor current status of coupon, discount, and other promotional programs.
? Tracks room revenues, occupancy percentages, and other front office statistics.
? Prepares a summary of cash, check, and credit card activities.
? Summarizes results of operations for management.
? Prepare of End of day procedure.
? Run end of day process in property management software (PMS).
? Understand principles of auditing, balancing, and closing out accounts.
? Knows how to operate PMS, typewriters, and other front office equipment.
? Understand and knows how to perform check-in and check-out procedures.
? Answers incoming calls.
? Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
? Places outgoing calls.
? Receives guest messages and deliver the same to the guest.
? Logs all wake-up call requests and performs wake-up call services.
? Provides information about hotel services to guests.
? Understand the telephone operator board or PBX switchboard operations.
? Provides paging services for hotel guests and employees.
? Knows what action to take when an emergency call is required.
? Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
? Assists in reporting telephone equipment or service complaints and problems.
? Trains or assists training new telephone operators in performance of job duties.
? To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
? Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
? Must be polite and courteous while answering the phone.
? Open and close telephone functionality on the hotel front office software.
? Keep records of calls placed and received by all departments and recording the call charges.
? Setup conference calls in different locations and time zones.
? Update directory information on the front office software.
? Provide relay service for hearing-impaired guests.
? Following telephone etiquette.