Guest Services Representative

JOB DESCRIPTION:

The Guest Service Representative is responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. They will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.

DUTIES & RESPONSIBILITIES:

• Registers guests and assigns rooms, accommodating special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guestroom maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Duties associated with Guest Service Representative’s position including but not limited to the above.

MINIMUM QUALIFICATIONS AND SKILLS:

Education/ Experience: High School diploma or equivalent and two years’ experience in a hospitality related job.

Special consideration will be given to those who exhibit exemplary performance. Must have strong computer skills

and knowledge. Opera experience is an asset.

Skills: Must possess computer skills and knowledge that would allow the training of others. Attention to detail. Interpersonal skills – professional communications with employees and guests. Problem solving and conflict resolution. Planning and organizational ability.

WORKING CONDITIONS:

Must be available throughout all hours of the day. Will be required to work nights, weekends and holidays. Will be required to work in fast paced, stressful environment. May be asked to work overtime.