Title: Define the role and responsibilities of the guest-services agent.
Course: Lodging Management (12159) > Section: Examining Lodging Front-office Functions

Definition should include

- providing exemplary guest service (e.g., workplace readiness skills)
- balancing cash
- posting and adjusting folios
- following non-automated cash-handling procedures
- adhering to federal, state, and company policies, including the Americans with Disabilities Act (ADA)
- generating reports
- using a property management system (PMS).

Process/Skill Questions:

- Why is it important for a guest services agent to make a positive first impression on a guest?
- Why does a guest-services agent need high ethical standards?
- What level of authority does a guest-services agent have in resolving guest complaints?
- How is the guest cycle completed and restarted at checkout?
- Why should guest service representatives be trained in sales?
- Why is the front office sometimes called the heart of the lodging?
- How can staff ensure that they are meeting ADA regulations needs?
- Where is the property management department located at a lodging facility?