Guest Service Representative

POSITION SUMMARY:

This position is responsible for conducting relief night audit and other front desk shifts and related duties while operating the hotel’s front desk systems for PBX, reservations, and check-in/check-out in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security.

ESSENTIAL JOB FUNCTIONS:

Work Objectives

• Process guest registrations, including the computation and collection of payment.
• Complete and verify all audit paperwork and shift reports.
• Process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures.
• Perform nightly balancing of all accounts to ensure proper posting to property management system and accounting system.
• Prepare express checkout folios.
• Maintain room status inventory.
• Communicate all pertinent shift information to Assistant General Manager and other desk staff.
• Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.
• Send and receive telephone calls and facsimiles; sort incoming mail and messages.
• Enter invoices into accounting system and Scan Invoices into Accounting System.

Guest Satisfaction

• Respond to 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. Must have open availability to include 2nd and 3rd shift, weekends and holidays.

Safety and Security

• Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom, and Blood Borne Pathogen regulations and other applicable state and local regulations.
• Report and store lost-and-found items in accordance with hotel procedures.

EDUCATION/EXPERIENCE:

MINIMUM EDUCATION:

• High school diploma or equivalent.

                  MINIMUM EXPERIENCE: 

• Previous experience in the service industry is preferred but not required.

                  MINIMUM SKILL REQUIREMENTS:

• 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, etc.
• 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 or no 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 obtain valid, current, and non-probationary driver’s license if required to operate hotel shuttle/van.
• Must be available for All Days and Shifts

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.