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Form of workJob Description
Our Guest Service Representative ensures guest satisfaction and revenue optimization through check-in, check-out, and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere.
PRIMARY RESPONSIBILITIES:
- Books guest reservations and/or coordinates with reservation center.
- Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests.
- Handles confidential information, including guest records, with a high degree of integrity.
- Answers and routes call as appropriate; takes guest messages with accuracy.
- Assists with sales and marketing efforts as directed by the General Manager.
- Offers and properly handles requests for wake-up calls.
- Records pertinent guest information in the pass-on log.
- Replenishes continental breakfast as needed and keeps the area clean.
- Ensures common area/lobby is clean.
- Performs laundry functions as directed.
- Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
- Answers phone in a prompt, efficient, and friendly manner.
- Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
- Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
- Uses creative reasoning to overcome guest objections and concerns and to ensure 100%
- satisfaction.
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances, or unhappy guests.
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
- Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges, and check-outs.
- Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit; posts all charges; completes cashier’s report, prepares deposit, and counts cashier bank.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures.
QUALIFICATIONS:
Education/Experience: Prefer high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.
Certification and/or License Requirement: None.
Skills and Qualities:
- Interpersonal skills.
- Computer skills.
- Typing.
- Patience and Understanding.
- Customer Service Orientation.
- Sales Orientation.
- Judgment and decision-making skills.
- Knowledge of the surrounding area.
- Rational and patient problem-solving.
- Will be required to work nights, weekends, and holidays.
- Will be required to work in a fast-paced environment.
- May be asked to work overtime.
PHYSICAL/COGNITIVE ACTIVITIES:
This description of physical and mental activities is not intended to describe the essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
- The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.
- While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to smell.
- The vast majority of time is spent interacting with guests of the hotel, typically while standing up.
- This person types or uses a keyboard to coordinate hotel services for the guests.
- A significant portion of time is spent using the hotel’s computer system for reservations, scheduling, or other guest-related services.
- This position utilizes problem-solving and reasoning abilities often. The Guest Service representative will analyze the short-term and long-term impact of solutions to guest issues and problems and will creatively solve new and unseen problems as they arise.
- Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.
- Mathematical abilities, including basic math, are utilized when handling departmental monies, guest accounts, or the cashier bank.
This job description is a general representation of the duties and responsibilities commonly found in Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.
About KMG Hotels:
KMG HOTELS was founded in 2000 and owned by Jay Koshiya and Sanjay Koshiya. Jay Koshiya is the current Chief Executive Officer, & President. Mr. Sanjay Koshiya is current Vice President & Chief Operating Officer of the company. Today, KMG owns and operates twenty one hotels, representing various franchises like Marriott, Hilton, Inter Continental Hotels Group & Choice Hotels International. KMG has opened six Marriott Premium select service hotels in the last eighteen months and has a number of exciting development projects in the pipeline. KMG Hotels is a company committed to growth by exceeding the expectations of our associates, guests and partners. We strive to create an environment where all associates are valued and respected, and where doing it the “right way” takes precedence over doing it the “easy way.” We aspire to be the industry leader in proactively setting standards of excellence in acquisitions, development, ownership and management. Our growth is built on honest business practices, a strong commitment to our associates, progressive sales practices and a dedication to providing well maintained hotels. Hard work, commitment and the spiritual strength of the KMG family have been the building blocks of the KMG Hotels brand. As a premier lodging company that now employs over 800 plus associates, KMG Hotels provides increasing financial strength and stability to our stakeholders—namely our guests, associates and owners.
