Guest Services Representative

Job Summary: The Guest Services Representative is responsible for taking phone calls, reservations, checking guests in and out, and accommodating guest requests in a pleasant, professional and efficient manner.
Essential Job Duties:
Practices life safety & security practices in accordance with Franchisor standards.
Counts out cash box and bank drawer at beginning of shift.
Registers guests in a timely and efficient manner and assigns rooms.
Maintains a working knowledge of rate structure and marketing programs, and up-sells whenever possible.
Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel.
Transmits and receives messages using equipment such as computer, telephone, fax and switchboard.
Maintains accurate record of room inventory at all times.
Computes bill, collects payment, and makes change for guests.
Makes, modifies and cancels reservations for guests as required.
Posts incidental charges to guest accounts.
Balances credit card vouchers to Computer totals.
Keeps track of change bank and balances Front Desk to Computer totals at the end of each shift.
Encodes key cards for guests.
Performs all procedures as outlined by the franchisor's standards manual.
Performs incidental cleaning as needed, i.e., stripping beds and removing trash.
Coordinates preparation and presentation of breakfast bars where applicable.
Communicates issues, concerns, complaints, compliments, and suggestions to the management of the organization and not to other associates, guests, etc.
Supports the Holiday Inn Express Mission Statement, Vision Statement, philosophy, policies and procedures.
Does whatever it takes to create OUTRAGEOUS GUEST SERVICE.