Guest Service Agent (GSA)

? Register guests and assigns rooms. Accommodates special requests whenever possible. ? Assists in preregistration and blocking of rooms for reservations. ? Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures. ? Understands room status and room status tracking. ? Knows room locations, types of rooms available, and room rates. ? Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. ? Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms. ? Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. ? File room keys (only for manual room key hotels) ? Knows how to use front office equipment. ? Process guest check-outs. ? Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange, ? Follows procedures for issuing and closing safe deposit boxes used by guests. ? Uses proper telephone etiquette. ? Uses proper mail, package, and message handling procedures. Courier Mail Register ? Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel. ? Attends department meetings. ? Reports any unusual occurrences or requests to the manager or assistant manager. ? Knows all safety and emergency procedures, Is aware of accident prevention policies. ? Maintains the cleanliness and neatness of the front desk area. ? Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. ? Operates front office posting software. ? Obtains the house bank and keeps it balanced. ? Completes cashier pre-shift supply checklist. ? Follow guest check-in procedures. ? Clarifies customers question or concerns about the charges on their bills. ? Maintains adequate supplies of outlet stationery for cashiers. ? Assists with distribution of month end reports as directed by accounts or front office manager. ? Attends meetings as required. ? Maintains a track of all high balance guests. ? Check and follow up on all bills on hold. ? Check the billing instructions are correct for all expected departure guest and setup required auto routing or auto transfer on the PMS / Guest folio. ? Give on the Job training for new staffs. ? Follow up on all deposit dues / deposit to be paid. ? Post charges to guest accounts. ? Handles paid-outs. ? Transfer guest balances to other accounts as required. ? Cashes checks for guests following the approval policy. ? Completes guest check-out procedures. ? Settles guest accounts. ? Dispenses guest records after the guest checkout ? Handles cash, travellers? cheque, credit cards and direct billing requests properly. ? Posts non-guest ledger payments. ? Makes discount adjustments. ? Disperses guest record upon check-out. ? Balances department totals at the close of the shift. ? Balances cash at the close of the shift. ? Manages safe deposit boxes. ? Posts room charges and taxes to guest accounts. ? Processes guest charges voucher and credit card vouchers. ? Posts guest charge purchase transactions not posted by the front office cashier. ? Transfer charges and deposits to master accounts. ? Verifies all account postings and balances. ? Monitor current status of coupon, discount, and other promotional programs. ? Tracks room revenues, occupancy percentages, and other front office statistics. ? Prepares a summary of cash, check, and credit card activities. ? Summarizes results of operations for management. ? Prepare of End of day procedure. ? Run end of day process in property management software (PMS). ? Understand principles of auditing, balancing, and closing out accounts. ? Knows how to operate PMS, typewriters, and other front office equ

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