Guest Service Agents

Join to apply for the Guest Service Agents role at RMS Companies
.

• Prompt, efficient, and courteous check‑in and check‑out of guests.
• Efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Safeguard guests and hotel assets by following the hotel's policies and procedures.
• Collect payment for services rendered and meet guests' needs during their stay.
• Follow company policies and procedures, maintain confidentiality, protect assets, and uphold quality standards.
• Maintain professional appearance and uniform; use proper two‑way radio etiquette with crew.
• Create reservations and process special requests.
• Assist guests with knowledge of hotel property, local attractions, and outlet hours.
• Work as a team player to meet guests’ needs.
• Provide efficient telephone service; respond promptly to calls and emails.
• Complete all tasks on the shift checklist (meeting space, rooftop, EOS, Siena Restaurant Log, guest complaint log, daily arrivals, wake‑up calls, etc.).
• Collate and orchestrate room keys for incoming guests.
• Collaborate effectively with other departments to manage guest services.
• Handle complaints with empathy; direct issues to appropriate supervisor when needed.
• Process customer credit at check‑in/out per hotel policy.
• Answer guests' inquiries on booking, amenities, restaurants, transportation, entertainment, etc.
• Determine reservation status and duration of stay.
• Complete registration cards, assign rooms, and accommodate special requests whenever possible.
• Verify method of payment and follow credit‑checking procedures.
• Follow all cash handling and credit‑card authorization policies.
• Stay aware of rates, packages, special promotions, BEO/GEO reports, and in‑house groups.
• Set up and break down meeting rooms per schedule.
• Know closed‑out and restricted dates.
• Acquire all information for room reservations and execute rate‑quoting scenarios.
• Know emergency procedures and assist as needed.
• Understand front desk computer system; complete reports (unbalanced folios, exceeded credit limit, Siena Restaurant Room Charge Log, Guest Complaint Log, shift closing paperwork).

• Maintain market promotions and guest programs.
• Keep a clean work area.
• Assist guests with safe‑deposit boxes and related requests.
• Communicate maintenance & management issues; create maintenance slip requests promptly.
• Work 7 am–3 pm and 3 pm–11 pm shifts; weekend availability required.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other