Guest Service Representative

Job Description

Job Description

As Guest Service Representative , you are responsible for check-in, check-out, front desk operations, market sales and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and all surrounding areas.

How will you do this? The following are the essential functions and responsibilities of the job:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.

• Book guest hotel reservations.

• Register guests to the hotel, verifying reservation, personal information and securing payment information.

• Answer and route calls as appropriate; take guest messages with accuracy.

• Assist in handling mail and other electronic communication.

• Promote the brand loyalty program and provide recognition and benefits to all present members.

• Provide guests with information regarding hotel facilities and local attractions.

• Anticipate guests? needs and respond timely, efficiently, appropriately and in a friendly manner.

• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.

• Responsible for cash drawer contents and transactions during shift.

• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks.

• Process all Market and retail transactions for the guests.

• Maintain appropriate market inventory levels, restocking when necessary.

• Handle confidential information, including guest records, with a high degree of integrity.

• May assist with continental breakfast and laundry functions during downtime.

• May fill in driving the guest shuttle.

• Assure overall cleanliness of the front office area, lobby, and surrounding areas.

• Communicate larger housekeeping and maintenance issues to the respective departments, for immediate attention.

• Maintain a professional image at all times through action, appearance, and dress.

• Follow Company policies and procedures.

• Other duties as assigned by supervisor or management.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of front desk operations and procedures, guest services and hotel services.

• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.

• Able to read and write to facilitate the communication process.

• Able to work independently and desire to participate as part of a team.

• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.

• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.

• Ability to access and accurately input information using a moderately complex computer system.

• Create sense of urgency in matters that will impact the success of the business.

• Demonstrate genuine care for customers and employees.

• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.

• Ability to observe and detect signs of emergency situations.

• Able to work in fast paced environment.

• Able to prioritize, organize, and manage multiple tasks.

GENERAL NOTES

• Guest Service Representatives will be required to work varying schedules as dictated by the business needs of the hotel. This includes attendance at all scheduled brand and job specific training sessions and meetings. May require nights, weekends, and holidays.

• Consistent attendance in accordance to the standards set forth by Converge Hospitality must be maintained and is an essential element of the success in this role. If the Guest Service Representative is unable to meet these requirements, he/she will be subject to disciplinary action based on franchisee operating policies, up to and including termination of employment.

• This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as signed by the supervisor.

• Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.

• If requested in accordance with applicable law, Converge Hospitality provides reasonable accommodation to known physical or mental limitations of an otherwise qualified team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on Converge Hospitality.

• Converge Hospitality is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.