Guest Services Representative

1. JOB TITLE: Guest Services Representative

Non-Exempt – Part Time

2. DEPARTMENT: Front Desk

3. SCOPE OF Posts, compiles and verifies the accuracy of hotel accounts on
RESPONSIBILITY: a nightly basis.

4. EMPLOYEE MANUAL: Employees must completely understand the requirements of the position. Prior to being assigned to any position, a complete understanding of the Employee Manual is necessary as employees will be expected to comply with rules and regulations identified in the manual.

5. ESSENTIAL FUNCTIONS: a. Greet all customers who approach the Front Desk in a smiling, friendly manner. Use the “10- foot rule” and greet all guests that pass by front desk. b. Process check-out in the most efficient manner possible, following all established procedures and policies. Print out receipt if the guest requests a copy. c. Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately and in compliance with standard procedures. d. Review arriving reservations for the day early in the shift checking for special requests,

VIP’s, etc.; preassign rooms as necessary. Verify with housekeeping that special requests were completed. e. Pre-register groups that have requested pre-registration. Have group check-in documents ready and set aside. f. Record messages and receive mail for arriving, and in-house, guests. Ensure that message lights are turned on and off as necessary. g. Coordinate with Housekeeping on room statuses frequently during the day transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeeping. h. Coordinate with Maintenance on any guest reported or observed problems. i. Answer the telephone efficiently and pleasantly within three rings and with correct phrasing. Determine nature of call and transfer to the proper extension, if necessary. j. Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability. k. Check all guest folios during each shift for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges.

Take steps to notify cash customers who have used their credit balances to pay their account. l. Post any other charges incurred by guests during your shift using standard procedures.

JOB DESCRIPTION
m. Check in arriving guests in the most efficient manner possible, following all established procedures and policies. Drive Hilton Honors enrollment by asking non-members to enroll at check-in. n. Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them. o. File reg. card in bucket as guests check in. Be mindful of room changes and move card to new slot when necessary. p. Compare departures list with the reg. card bucket at the beginning of the PM Shift, or when housekeeping is finished for the day and pull out all the departed guests’ reg. cards. q. Send and receive faxes as needed. r. Compare credit card authorization forms to reservations for accuracy. Make sure the card on the reservation matches the card on the authorization form. s. Complete the Housekeeping Log with any important notices (e.g. room changes, guest requests, early check-ins, etc.). Accuracy is very important. t. Handle guest complaints efficiently and courteously. Listen carefully to the guest’s problem.

If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken. Know how to implement 100% guarantee and gift cards. u. Know where to find all necessary paperwork. v. Know where to get any items guests may need for their stay (e.g. towels, shampoo, soap, etc.). w. Always maintain fresh coffee in the lobby. x. Maintain a clean working environment, including the lobby (e.g. dust, vacuum, stock, etc.). y. Complete the checklist fully before end of the shift. z. Always be in complete uniform.

6. REPORTS TO: General Manager

7. SAFETY STATEMENT:

As an employee, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.

8. JOB SPECIFICATIONS:

Employees must meet these minimum requirements:

Educational skills

Type of Education: High School

9. Schedule:

Must be able to work both 7am-3pm shifts.

Weekend availability

Must be able to work some holidays

Job Type: Part-time

Pay: $12.00 - $15.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person