Guest Service Representative

General Summary

Responsible for providing superior service to guests, in accordance with the rules, regulations, policies, and procedures set forth by the company.

Principal Duties and Responsibilities:

• Identify the needs of each guest and provide relevant information regarding hotel policies, services and amenities.
• Responsible for registering all guests, obtaining pertinent information, and ensuring proper credit is established.
• Respond to requests from guests for assistance and information about the local area.
• Sell rooms to “walk-in” customers.
• Routinely enter or change reservation information on the computer system.
• Post charges and payments to guest accounts, as needed.
• Make necessary corrections to guest accounts.
• Communicate with the housekeeping department about room status/availability.
• Deliver requested items to guests, as needed, including incoming faxes, mail etc.
• Listen and respond promptly to guest inquiries and/or complaints in an appropriate manner.
• Operate hotel switchboard.
• Clean and maintain the front desk area/front lobby.
• Maintain daily logs (including communication).
• Each shift, balance cash drawers, credit card receipts, direct bills and all other incoming payments.
• Assist with facility deposits as needed.
• Issue safety deposit boxes, when requested.
• Reconcile the Housekeeping report with the bucket (registration cards) to monitor room occupancy.
• Pre-block rooms for incoming guests, especially those with special requests or VIP considerations, while following appropriate brand frequent stay programs.
• Maintain a current room status report.
• Perform additional assignments as required.

Job Requirements:

• High school diploma or equivalent required.
• Hospitality and/or customer service experience is preferred.
• Must be able to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service.
• Must be able to communicate effectively, be polite, courteous, and responsive to our guests.
• Must be able to speak and write the English language in an understandable manner.
• Must be able to stand for long periods of time.
• Must be organized and detail oriented.
• A valid driver’s license is required.
• Typing and computer skills are required.