Guest Service Representative - Come Join Our Family!

Work Objectives

• Process guest registrations, including the computation and collection of payment.
• Complete shift reports and process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures.
• Maintain room status inventory.
• Process guest reservations via telephone using the reservation process.
• Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.
• Send and receive telephone calls and facsimiles; sort incoming mail and messages.
• Conduct night audit as assigned.
• Assist with upkeep of cleanliness and organization of lobby and front desk area.
• Restock breakfast bar food, drink and supplies as needed.
• Assist in filing and following up on work order process needs.
• Perform minor repairs and/or replacements of room furniture, fixtures and equipment, to include television sets, light fixtures, etc.
• Perform other duties as assigned.

Guest Satisfaction

• Respond and follow up with guest needs, special requests and complaints, as needed.
• Process guest invocations of 100% satisfaction guarantee.
• Smile, acknowledge and greet guests at front desk and other public areas.

Teamwork

• Be available to work a flexible schedule.
• Utilize effective written and verbal communication skills to interact with other departments.
• Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry or housekeeping duties.

• Must have open availability to work any shift assigned Weekdays or Weekends
• Must be proficient in the use of common Windows-based programs, including Microsoft Word and Excel.
• Must be able to operate basic office machines, i.e., copier, fax, printer, electronic key machine, etc.
• Ability to operate company issued hand-held electronic devices such as tablets as required for business purposes.
• Must display very good organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Must have sound judgment and discretional skills and be able to work with little supervision.
• Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
• Must be able to work with sensitive and confidential material.
• Must be able to speak, read, write and understand English.
• If the hotel has a courtesy shuttle/van: must possess OR be able to obtain a valid, current, and non-probationary driver’s license.
• Obtain any locally required certifications.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to stand for extended periods, often for a minimum of 2 hours at a time.
• Must be able to maneuver through all areas of the front office.
• Must be able to lift up to 20 pounds and carry up to 10 pounds.
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate office equipment, including a 10key adding machine, PC computers, fax machine and photocopier.
• Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.