Guest Services Representative

Guest Service Representative

Mahadev 123 LLC dba Fairfield Inn & Suites - Duncan, OK 73533

Overview

Level Experienced Position Type Full-Time/Part-Time Job Shift Days/ Evenings / Weekends / Holidays Education Level High School Travel Percentage None Category Hospitality - Hotel

Description

Guest Service Representative

Department: Guest Services

REPORTS TO: Front Office Manager &/or General Manager

JOB OVERVIEW

Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations and interacting with guests to provide the best quality service possible. Perform sales and customer service functions related to guest registration, reservations and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service. Acts as property manager on duty when assigned.

Team Member Handbook:

All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm's Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook.

KEY RELATIONSHIPS

INTERNAL: Staff in housekeeping, laundry, maintenance, front desk and management.

EXTERNAL: Hotel guests and visitors.

At each of our properties we want our guests to relax and be themselves which means we need you to:

Be you by being natural, professional and personable in the way you are with people

Get ready by taking notice and using your knowledge so that you are prepared for anything

Show you care by being thoughtful in the way you welcome and connect with guests

Take action by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

Financial Returns:

Process guest registrations including the computations & collection of payments.

Complete shift reports and process all financial transactions, including the verification & processing of credit card transactions in accordance with company policies and procedures.

Comply with reservation procedures to confirm show or no show.

Present statements and collect payments from departing guests.

Post suite shop/market charges and process payment.

Count drawer, make deposit drop verified by witness, and run initials

Close and balance shifts.

People:

Ability to work as a team player with all levels of associates.

Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.

Provide solutions to problems for guests, associates and management. Use empowerment to exceed associate/guest expectations and resolve conflicts.

Take initiative to offer assistance or answer questions through the hotel.

Willingness and ability to train new associates.

Communicate with Manager regarding status of groups.

Communicate with Housekeeping regarding VIP arrivals and expediting vacant ready rooms.

Guest Experience:

Respond to guest needs, special requests, and complaints as needed.

Smile, acknowledge, greet guests at front desk and other public areas.

Provide exceptional guest service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals.

Register guests, assign rooms and issue room keys.

Schedule and make wake-up calls.

Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.) upon guest request.

Answer guest's questions about charges; attempt to resolve problems to guest satisfaction.

Remain highly visible and be readily available for guests at all times.

Implement, monitor and carry out guest honors program.

Perform administrative functions for guests, i.e. faxing, copying, mailing, over-night mail service and other clerical duties.

Responsible Business:

Thoroughly understand and implement the brand service culture.

Perform all shift checklist responsibilities.

Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.

Document all maintenance related requests in the Maintenance Request Log/or Work Order Book.

May perform housekeeping and minor maintenance duties as needed or requested by management.

Record all incidences of tardiness and absenteeism to the General Manager on the proper form.

Communicate pertinent shift information on to Manager/Supervisor and team members both verbally and in writing via log-book. Update as necessary.

Ability to communicate effectively verbally and in writing and excellent telephone skills.

Pass on pertinent information to the next shift. Group information, current selling strategy, follow-up required for guests or shift responsibilities.

Make courtesy call to guests to assure their complete satisfaction with their room, etc.

Assist team with training, supplies, and support in order to consistently provide Brand quality service.

Ability to work in a fast-paced, high-energy and demanding work environment.

Receive and transmit messages.

Schedule dry cleaning service, post to guest folios and inform guest of their clothing return.

Keep records of occupied rooms and guests' accounts.

Practice safety standards at all times.

Complete knowledge of Emergency Equipment Manual, i.e. utility and water shutoff equipment, fire alarm system/panel, and emergency procedures, etc.

Perform other duties as required.

Prompt and regular attendance.

Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day.

Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.

Comply with hotel and/or department uniform and professional behavior and appearance standards.

Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.

Participate in all mandatory job training and meetings.

Adhere to property policies and procedures the Employee Handbook, and/or other property and Apollo Hospitality Firm documents.

Clean and maintain an organized work area. Stock all printers and restock any guest supplies needed at the front desk.

Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stayovers, and special requirements for amenities.

Verify bucket-check against computer information.

Coordinate meeting room function book; booking and quoting rates; coordinating with other department's food and beverage setups including coordinating the room facility, setups, and breakdown where applicable.

Immediately report any suspicious activity by guests or others to the proper authorities.

ACCOUNTABILITY

If you are working the night Typically the Night Auditor is the sole team member and acts as manager on duty during the graveyard shift. The Night Auditor reports to the Front Office Manager.

SAFETY STATEMENT

As an employee of this hotel, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.

Qualifications

QUALIFICATIONS AND REQUIREMENTS

High School Diploma / secondary education / equivalent plus six months of hotel guest services experience, preferable in a hotel of a similar size. Some college preferred.

Must speak fluent English. Other languages preferred.

Must be able to ascend and descend stairs without assistance.

Minimum weight employee must be able to lift