Knowledge, Skills, And Abilities Required Reviews previous reservations and arrivals to check for accuracy. Reserve complimentary concert tickets, gift offers, and casino trips as needed. Offers luggage assistance and have guest car pulled around with ticket number. Reviews folios with guest ensuring accuracy perform checkout.Īdheres to department and property policies and procedures. Processes and submit end-of-shift reports.Ĭontacts Housekeeping, Guest Services and Facilities department when guests report room issues. Pre-charge guest for package reservations. Posts charges to guest folios when needed.Įmail/fax guest credit card/gift card authorization forms and guest folios. Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.Įnsures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.Īssists guests in fulfilling their requests – room changes, extra amenities, etc. Relays “guest requests” to appropriate staff.Įnters text messages for guests into the property’s management system as requested relay guest messages.įollows established emergency procedures and acts as a communications link in emergency situations.

directions to property, players club, entertainment, hours of operation of venues, etc. Responds to inquiries regarding property – i.e. Principal Duties & ResponsibilitiesĮnhances the guest experience by providing exceptional service.Įnsures calls are answered promptly and in accordance to department standards.Īnswer incoming phone calls, and/or transfer to appropriate department or guest room

Must use reservation script, but not sound scripted. The Agent is often the first encounter a guest has with hotel guests and is thus very influential in creating the first impression of the hotel.

Performs a variety of tasks including: making reservations and answering/routing phone call, check out guests, delivering messages, handling complaints, disseminating information.

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