Guest Service Agent | Rose Wood

Job Description

The Guest Service Agent will meet and exceed guest expectations by providing efficient and courteous front desk service in accordance with LQA. The GSA will be responsible for the check-in and checkout process as well as answer general questions regarding hotel hours of operation, services and facilities.

Essential Functions

• Greets, registers, and assigns rooms to guests of the hotel.

• Handles cash drawer properly as outlined in the PST manual.

• Checks cash float at the beginning and end of each shift to ensure at all times that amounts are correct.

• Addresses special guests’ preferences recorded in guest history profiles.

• Stays current with developments and procedures in the hotel by reviewing the front desk communications board.

• Handles guests incoming and outgoing correspondence, facsimile, messages, mail, etc)

• Communicates clearly with the Night Audit and accounts department.

• Makes Reservations including Room Reservations, Dining Reservations – on property & off property, Spa Reservations, Golf Tee Times, Tennis Court & Lesson Reservations, Activities Reservations and Transportation Reservations.

• Provides Confirmations – at the conclusion of making any reservation(s), the Front Desk Receptionist is responsible for sending a confirmation to the Guest and updating all relevant systems, including Opera, Alice, Knowcross, Dining Reservations, SpaSoft, Jonas Golf, and Jonas Tennis, as required by the policies & procedures, to standard.

• Guest Letters – Per the shift checklist, the GSA will assist with creating, and distributing all Guest letters including, pre-arrival Guest communications such as Guest Preference Forms, Confirmation Letters, Welcome Letters, Advisory Letters and Departure Letters.

• Guest Preference Forms – Per the shift checklist, the GSA will assist with the check and balances for ensuring that all pre-arrival Guest communication has been sent, and when Guest Preference forms are received. The Front Desk Receptionist is responsible for the execution of the Guest requests, up to and including sending back confirmation to the Guest after making all of the necessary arrangements as requested. All relevant systems are updated by the Front Desk Receptionist including, Opera, Alice, Dining Reservations, Spa Soft, Jonas Golf, and Jonas Tennis, as required by the policies & procedures, to standard.

• Guest History & Profiles – The GSA is responsible for the upkeep and maintenance of Guest Profiles and Guest History. The Front Desk Receptionist checks all arrival profiles for accuracy and/or missing information and corrects/updates as necessary. Any significant events experienced by the Guest such as EGGs, are entered onto the Guest Profile by the Front Desk Receptionist and updated for accuracy.

• VIP Profiles – As directed by the Front Office Manager/Guest Relations Manager the GSA will assist with creating a one page summary profile/biography including photo for all VIP and HEG Guests, to be distributed to all TPC-Users on the day before the VIP/HEG Guest arrives.

• Activities Guide – The GSA will generate the Activities Guide each week and is responsible for the printing and distribution of the Activities Guide in a timely manner.

• Maintenance Requests – The GSA is responsible for ensuring that all maintenance requests received are entered into Maintenance Connection and that those requests are completed and closed in the system.

• Provides quality service to the guest by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience.

• Arranges fulfillment of guest services by working with the concierge, housekeeping, and reservations colleagues.


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Demonstrated ability to provide clear and pleasant telephone communication to all callers.

• Ability to prioritize and organize work assignments.

• Must be computer literate and able to utilize the different computer systems effectively.

• Must be able to work well under pressure.

• Demonstrated ability to remain in stationary position for extended periods of time with limited movement.

• Demonstrated attention to detail.

• Ability to maintain discretion and confidentiality of all guests and hotel information at all times.

• Ability to work cohesively with other departments as part of a team.

• Ability to perform basic mathematic computations/


Education & Experience:

Any combination of education, training or experience that provides the required knowledge, skills and abilities. Minimum High School education.

Licenses or Certificates:

Expert computer literacy in Microsoft Office and a PMS.