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Position Title: Guest Service Representative
Immediate Supervisor: Guest Service Manager or Assistant GM
Major Function:
- Represents the hotel to the guest through the guest’s stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assure the guests receive a safe and secure place to stay with friendly, attentive service ensuring the guests have a pleasant stay and a smooth checkout.
Essential Functions:
- Provide the highest quality of service to the guest at all times. Anticipate the guest’s needs and exceed their expectations.
- Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests.
- Assists guests efficiently, courteously and professionally in all service related functions to maintain property’s high standard of service and hospitality.
- Greet and register guests and provide room assignments accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations. Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel.
- Act as a liaison between management and guests. Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction.
- Handle guest check-ins and check-outs efficiently, friendly and professional manner.
- Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered.
- Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and company’s “walk” policy.
- Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift. Check all credit cards to ensure they are valid. Communicate with incoming shift associates by logging pertinent information in the pass on log.
- Develop a thorough knowledge of the accounting system particularly how to handle guests being Direct Billed.
- Develop a thorough knowledge of property management system.
- Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by brand.
- Have knowledge of hotel property, hotel staff, and hotel services with hours of operations; room locations, types of rooms, and room selling strategies; hotel rates and discounts and how to handle each; hotel credit and check cashing policies and procedures.
- Answer inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions.
- Maintain guest privacy. Never announce guest room numbers. Never transfer calls to a room without the caller identifying the name of the person in that room.
- Keep the Front Desk area neat, clean, and free of safety hazards. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
- Maintains proper key control for the property. This would include internal keys and guest keys. Never give an additional key to a guest without first checking their identification.
- Assist in maintaining public areas of the hotel in a clean and orderly condition.
- Receive and transmit mail, phone, and written messages for guests. Responsible for proper telephone etiquette.
- Assist in Food and Beverage areas as needed. This would include breakfast when busy, and making coffee and cookies in the evenings among other items as required by the brand.
- Maintain wake up call logs and ensure they are entered into the system properly.
- Attend to special service requests including securing of guest valuables in safety deposit boxes and ordering complimentary amenities.
- Deliver requested items when possible.
- Maintain the business center supplies and cleanliness.
- Be aware of new potential sales contacts through guest interaction and report the information to the appropriate individual. Promote repeat business by offering to take future reservations upon check-out and providing recommendations for alternate same brand -type products. Provide Sales leads to the sales department or general manager.
- Contribute and support the hospitality programs to ensure their success.
- Must be able to lift and carry 25 pounds; push and pull 50 pounds.
- Have a thorough knowledge of emergency procedures.
- Wear proper uniform at all times in accordance with the Standards of Appearance.
- Where applicable…follow approved laundry procedures, ensure understanding of operation of washer and dryers. Assist in folding linen according to proper standards. Adhere to no iron laundry procedures.
- Must be thoroughly familiar with Associate Handbook. Associate must adhere to all work rules, procedure and policies established by the company; including, but not limited to, those contained in the Associate Handbook.
- Must maintain certification from a responsible vendor training if alcohol is served at your respective property.
- Other duties as assigned, of which the associate is capable of performing.
