Guest Services Agent

Creates 100% guest satisfaction by providing Canad Four Star Service and by exceeding guest expectations

· Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

· Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

· Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

· Performs other duties as required to provide Canad Four Star Service

· Receives and processes incoming customer reservations

· Greets customer and finds out what they want (dates, times, type of rooms, etc.)

· Offers alternative room types, rates and packages to the customer

· Records reservation information accurately; identifies and records group and transient book codes and special requests

· Identifies commissionable reservations and secures required information

· Records and processes deposit and billing information

· All other duties as required

· Maximizes occupancy and average rate by offering a variety of rates and promotional packages and by helping to maintain accurate occupancy forecasts

· Utilizes suggestive selling techniques as appropriate

· Adheres to rate control procedures based on availability and forecasted occupancy

· Informs supervisor of potential sell out dates so rate restrictions can be adhered to

· Records requests for special accommodations and suites

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