In the hotel industry, a guest service agent handles customer requests for hotel reservations, cancellations, and changes. He or she also serves as a concierge for hotel guests and manages customer accounts. In essence, he or she is the first point of contact for hotel guests and the last person seen when they check out. This employee ensures that customers’ needs are met throughout their stay in order to encourage them to return.
A guest service agent usually works at a switchboard, answering incoming calls from customers who want to book a room or learn more about the hotel. In addition to transferring incoming calls to registered guests, the agent may also handle messages, mail, or faxes for them. He or she ensures that guests receive these messages or packages as soon as possible.
Calls from hotel rooms that come through the switchboard are usually handled by agents. This could include things like transferring room service calls, answering questions about nearby tourist attractions, and handling requests for housekeeping or laundry services. A guest may require assistance in connecting to the Internet from their room or may request a wake-up call through the agent.
Guests’ complaints are also handled by these hotel employees during their stay. When a problem with cleanliness arises, the agent dispatches housekeeping personnel to the room. Plumbing and electrical issues arise from time to time, and these are handled by the guest service agent. If a guest has a problem with a television or other room amenities, he or she may offer telephone assistance.
When customers check out, part of a service agent’s job entails totaling their bills. The agent adds up the room rate as well as any phone or room service charges that may have been added during the stay. He or she takes the guest’s payment and keeps a cash drawer, which is usually reconciled after each shift. If a charge dispute arises, the guest service agent will work to resolve the problem to the customer’s satisfaction. An agent may also be in charge of making bank deposits and preparing other reports.
A concierge’s responsibilities may include arranging transportation for guests while they are staying at the hotel, as well as providing information about local shopping and attractions. Reservations at restaurants or entertainment venues may be made by the guest service agent. If guests have special requirements, such as a restricted diet, the agent may work with hotel restaurants to meet those requirements. This employee is in charge of dealing with any requests made by hotel guests.