Guest service agents answer telephone calls from guests seeking to make or cancel hotel reservations. Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information. Agents answer guest requests for assistance and coordinate with housekeeping, bell service, staff and management to fulfill guest requirements. Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner.
Agents are also responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay. Upon checkout, agents calculate the guest's final bill and collect payments.