Guest Services Representative/Hotel Front Desk Agent

Job Description:

The Guest Service Representative is a member of the Front Office team.

S/he is responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone. As part of this job, this individual is required to: demonstrate good
computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service-oriented demeanor.

Job Duties/Requirements:

 To assist guests efficiently, courteously and professionally in all Front Desk related functions, and to
maintain high standards of service and hospitality.
 Provide the highest quality of service to the customer at all times.
 Promptly and effectively deal with guest complaints and requests.
 Check guests in and out efficiently and in a friendly manner.
 Post guest charges and compute guest bill, collect payment and make change for hotel guests
following all cash handling procedures as required by Company/Hotel.
 Handle guest mail and messages per established procedures.
 Be very knowledgeable of Rewards program and promotions.
 Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling
strategies.
 Take reservation requests efficiently.
 Answer switchboard in accordance with standards of proper telephone etiquette.
 Block rooms and handle special requests.
 Monitor room availability.
 Handle safe deposits by guests per established procedures.
 Keep lobby and desk area clean and presentable.
 Have a thorough knowledge of emergency and security procedures.
 Offer and properly handle requests for wake-up calls.
 Know how to clean guest rooms to standards.
 Clean lobby, meeting room, vending room, breakfast room, and back-office area.
 Open and close shift make cash drops.
 Ensure all credit cards, cash, and change fund are balanced throughout each shift.
 Inform management of any guest or systems related complaints or problems.
 Communicate with incoming staff and management by logging pertinent information in the pass on log.
 Keep maintenance informed of all maintenance needs.
 Pass on guest lost and found inquiries to management or supervisors.
 Assist in marketing effort by completing Company Field.
 Must wear proper uniform at all times in accordance with the Standards of Appearance.
 Have a thorough knowledge of emergency procedures.
 Practice safety standards at all times.
 Be able to move luggage or packages weighing up to 40lbs.
 Employee must adhere to all work rules, procedures, and policies established by the company
including, but not limited to, those contained in the employee handbook.
 Must have a flexible schedule and be able to work nights and weekends. Hours change based on business needs weekly. 16-32 hours per week.
 OPERA system knowledge required.
 Enroll one (1) new IHG Rewards Member for each scheduled shift. (this is a
REQUIREMENT)
 Other duties/jobs/positions assigned by management

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Employee discount

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• How many years of experience do you have using the Opera PMS at the hotels you have worked at?

Education:

• High school or equivalent (Required)

Experience:

• Hotel Experience: 1 year (Preferred)

Work Location: In person