Guest Service Representative

Guest Service Representative

The Guest Service Rep ensures that all guests receive the highest service level of hospitality during their stay. The Guest Service Rep is responsible for maintaining good personal and working relationships with internal and external clients. He or she helps maintain a comfortable and quiet atmosphere for our guests. This position serves as the property's emergency contact after office hours and assists guests as needed. Living on site is a requirement of this position, therefore a room is provided on site.

Essential Functions:

• Respond to guest needs and/or concerns in a professional and courteous manner, both in person and on the phone after office hours.
• Call GM immediately regarding any safety, security issues or with urgent questions/concerns.
• Responsible to utilize and follow all Safety and Security procedures.
• Establish good communication and professional relationships with property guests.
• Ensure an excellent first impression for all guests and potential guests.
• Offer assistance to guests and provide concierge service regarding hotel and the community.
• Ensure guests' check-in and departure experience is warm and welcoming.
• Work with the team to coordinate and provide services in housekeeping, maintenance, sales and operations.
• Assist in processing laundry.
• Responsible for secure cash handling and processing procedures.
• Manage confidential information for the company and guests.
• Responsible for proper administration for key control.
• Routinely conduct property/security walks.
• Ensure that all storage and employee areas are secured nightly.
• Follow company procedures by verifying ID and provide access to rooms for guests who become locked out.
• Assist guests with minor maintenance issues.
• Perform other tasks as assigned by supervisor.
• Take responsibility for insuring that property is always clean and free of any trash and debris.
• Follow on call schedule 9pm to 9am.

Knowledge, Skills, and Abilities:

• Knowledge of Microsoft Office products.
• Knowledge of hospitality guest management systems.
• Excellent verbal and written communications skills.
• Good organizational skills, detail oriented.
• Comfortable working in an environment that requires multitasking.
• Focused on providing exceptional customer service.
• Ability to problem solve and resolve issues effectively and efficiently.
• Ability to read, understand, interpret information found in a variety of internal hotel information.
• Ability to self-supervise and work with limited supervision.

Preferred Education/Experience:

• High school diploma or GED; or 6+ months working in customer service.
• Cash-handling experience.