• Guest Services Agent

    Posted December 2, 2019

    Guest Services Agent

    Job Description

    JOB SUMMARY

    The Guest Service Agent is responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.

    JOB DUTIES & RESPONSIBILITIES

    • Greets, registers, and assigns rooms to guests.

    • Handles confidential information, including guest records, with a high degree of integrity.

    • Promptly and effectively deals with guest requests and complaints.

    • Answers and routes calls as appropriate; takes guest messages with accuracy.

    • Responsible for cash drawer contents and transactions during shift.

    • Maintains accurate records including cash flows, registration cards, reservation cards, and property walks.

    • Answers inquiries pertaining to hotel services, registration of guests, and travel directions.

    • Assists with sales and marketing efforts as directed by the General Manager.

    • Offers and properly handles requests for wake-up calls.

    • Records pertinent guest information in the pass on log.

    • May assist in replenishing continental breakfast as needed and keeping breakfast area clean.

    • Ensures common area/lobby is clean.

    • Performs laundry functions as directed.

    • Other duties as assigned.

    Requirements

    EDUCATION, EXPERIENCE, LICENSURE & CERTIFICATION

    • A minimum of one to three months related experience; or equivalent combination of training and experience.

    KNOWLEDGE, SKILLS, & ABILITIES

    • Requires the ability to read, write, and speak the English language.

    • Ability to identify and resolve problems in a timely manner; develops alternative solutions and uses reason even when dealing with emotional topics.

    • Ability to manage difficult or emotional customer situations; includes the ability to respond promptly to customer needs and requests for service and assistance.

    • Ability to maintain a high level of professionalism; treats others with respect and consideration regardless of their status or position.

    • Knowledge of and ability to appropriately interpret and follow policies and procedures.

    • Knowledge of and ability to adhere to safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

    • Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.

    • Skill in the use of personal computers and related software applications.

    • Ability to meet the demands of the work schedule, to be at work and on time. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.

    TownePlace Suites by Marriott Houston Brookhollow

    85 Room Extended Stay

    Our Hotel

    Visitors can make themselves comfortable at the TownePlace Suites Houston Brookhollow hotel located in Northwest Houston, TX. Our pet-friendly, extended stay hotel is just minutes from the shopping at the Galleria, and Houston Premium Outlets. For the leisure travelers, many Houston attractions such as the Downtown Aquarium, NRG Park, and the Museum District all a reasonable drive away; and business travelers will be close to many destinations within Houston, with the offices of GE, Reynolds & Reynolds, and Staples not far away. We are conveniently located on 290 near 610 and Beltway 8, making it a great location for business travelers visiting offices in the Loop or on Sam Houston Tollway. Each of our guest suites are equipped with a fully functional kitchen and free wireless internet, with plenty of space to relax. It's easy to start the day with breakfast on us each morning featuring many hot and cold food options for guests to choose from, and to they can stay on top of their workout routine in our 24-hour fitness center.