Guest Service Representative/Front Desk Part Time

Job Description:

• Assist guests with arrival and departure from hotel, while providing positive guests experiences.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by conducting the following steps: inputting and retrieving information from a computer system, confirming pertinent information including a number of guests and room rate. Promote Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make a change and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
• Field guest complaints by conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Experience, Skills and Knowledge:

• High school diploma or equivalent required, and college degree preferred.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Command of the English language both written and verbal.

Hotel Experience:

• Knowledge of PMS systems preferred - Choice Advantage PMS
• Previous front desk agent and Choice Hotels experience preferred

Job Type: Part-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Employee discount
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Day shift
• Every weekend
• Night shift

Work setting:

• In-person

Education:

• Associate (Preferred)

Experience:

• Hotel Guest Service: 1 year (Required)

Language:

• English (Required)

Work Location: In person