REPORTS TO: Director of Front Office DEPARTMENT: Front Office POSITION SUMMARY: The Guest Services Agent is focused on providing efficient service and creating personalized experiences by making emotional connections with all of our guests. The individual must be able to handle various guest requests, inquiries, and issues in accordance with the hotels policies and procedures. All guests will be greeted by the INNSIDER with a warm smile and positive attitude, always being proactive with service delivery. RESPONSIBILITIES (include but are not limited to): Greet guests with a friendly smile and assist, with all requests, inquiries, and issues in a timely manner. Attend the daily pre-shift meeting to understand the daily happenings at the hotel (Occupancy, Arrivals/Departures, VIPs, Groups, etc.). Responsible for completing daily shift reports in order to proactively deliver personalized service and to ensure the accuracy of guest billing. Assign rooms based upon guests reason for stay, preferences, and all other contributing factors to ensure guest satisfaction and limit the amount of room changes necessary. Efficiently register new arriving guests while introducing them to the hotels services and amenities, following up with a welcome call to their room to ensure complete satisfaction. Assist guest with all concierge services, making dinner reservations, book transportation, purchase theatre tickets, etc. confirming all details with the guests both verbally and with a written itinerary. Actively learn personal preferences and proactively gather clues to deliver memorable experiences, tracking all pertinent information in the guests profile. Proactively assist guests as needed and handle guest requests in a timely manner, following up with the guests to ensure guests satisfaction and to inquire if additional assistance is necessary. Maintain professional telephone etiquette based on hotel standards. Personally escort guests to locations within the hotel when directions are required. Offer to write directions for guests and/or show on map if guests require directions outside of the hotel, ensuring guest has hotel telephone number and/or email address in case additional directions or assistance is required while the guest is away from the hotel. Answer external and internal calls and process calls requested by guests, executives and employees of the hotel, following the procedures, standards and wording established for each department. Provide guests and clients with clear, complete and accurate information about telephone numbers, services and places of interest in the area, mainly promoting facilities and services run by the hotel. Operate all departmental equipment efficiently, detect possible faults and report them immediately to your supervisor. For guests that request it, provide wake-up call services in a polite and efficient manner, ensuring names and numbers are dealt with accurately. Take messages for guests, executives and the various departments of the hotel when necessary, ensuring they are given in a precise and timely fashion. Ensure that the privacy of the guests is maintained and all guest information is kept confidential. Follow all key handling procedures to maintain the safety and security of all guests and employees. Perform check-out processes satisfactorily, meeting the appropriate standards of service. Process payment for individual bills. Follow all cash handling procedures and turn in shift paperwork at the end of every shift. Perform other tasks as assigned by management. Process end of day paperwork, auditing all cashier transactions, to ensure all accounting procedures are being followed. Facilitate the night audit process, change the date and process all credit card transactions. Run newspaper report and have newspapers delivered to all appropriate guest rooms. Review all wake-up call requests, delivering all early morning calls, and complete appropriate shift pass on to the incoming team.