Guest Service Standards

Hotel Guest Service

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Hotel Guest Service Standards

The Guest Services Agent is responsible for ensuring the highest standards of hospitality are demonstrated at all times when welcoming guests into the hotel.

Duties & Responsibilities:
  • Follows all established and future front office Standard Operating Procedures.
  • Provides value added service to customers to meet or exceed customer expectations:
    • Communicates effectively with customers, co-workers, and supervisors.
    • Demonstrates teamwork by cooperating and assisting at the front desk as needed.
    • Handles difficult guest inquiries and concerns effectively, demonstrating problem resolution, and effective recovery.
    • Maximizes guest service by exhibiting strong knowledge of the hotel’s facilities and services.
    • Effectively makes and alters reservations within the hotel PMS system.
    • Promptly checks in or checks out guests, with attention to detail and accuracy.
    • Reports, turns in, and/or logs all lost and found items according to established procedures.
    • Utilizes up-selling techniques to maximize profitability.
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Artist: Hotel Guest Service
Video title: Guest Service Standards
Category: Hotel Customer Service
Views: 3,562
Submitted by: santosh