Guest Service Agent
Job description
Greet and register guests, provide promote and courteous service and close out guest accounts upon completion of stay to meet with Hersha Hospitality and brand high standards of quality.
1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2.Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Hersha Hospitality and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
3.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
4.Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
5.Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
6.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
The Residence Inn - Carlisle is the closest all-suites hotel to the Carlisle Fairgrounds, Dickinson College, and the Carlisle Barracks. In its prime location, the Residence Inn is easily accessible to Harrisburg, Hershey, Gettysburg, Baltimore and Washington DC. The Residence Inn - Carlisle is a newly constructed hotel featuring spacious guest suites as well as all the features and amenities to make your stay both comfortable and memorable. At Residence Inn - Carlisle you are sure to feel like you are in your home away from home.