Guest Service Representative

Scope:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere.

Primary Responsibilities:

Books guest reservations and/or coordinates with reservation center.

Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests

Handles confidential information, including guest records, with a high degree of integrity

Answers and routes calls as appropriate; takes guest messages with accuracy

Assists with sales and marketing efforts as directed by the General Manager

Offers and properly handles requests for wake-up calls

Records pertinent guest information in the pass on log

Replenishes continental breakfast as needed and keeps area clean

Ensures common area/lobby is clean Performs laundry functions as directed

Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.

Answers phone in a prompt, efficient, and friendly manner.

Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.

Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.

Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.

Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.

Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Provides a professional image at all times through appearance and dress.

Follows company policies and procedures.

Note: Other duties as assigned by supervisor or management Relationships: Internal:

Qualifications:

Education/Experience : Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.

Certification and/or License Requirement: None.

Skills and Qualities:

Interpersonal skills

Computer skills

Typing

Patience and Understanding

Customer Service Orientation
Sales Orientation
Judgment and decision making skills
Knowledge of surrounding area

Rational and patient problem solving

Working Conditions:

Will be required to work nights, weekends and holidays.Will be required to work in fast paced environment.May be asked to work overtime.

Physical/Cognitive Activities:

Guest Service Representative

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to smell.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person types or uses a keyboard to coordinate hotel services for the guests.

A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.

This position utilizes problem solving and reasoning abilities often. The guest service representative will analyze the short-term and long-term impact of solutions to guest issues and problems and will creatively solve new and unseen problems as they arise.

Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.

Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.

Organizational Structure: