Guest Service Representative

Job Title: Front Desk Agent

Department:  

Reports To: Front Desk Manager

FLSA Status: Non-Exempt

Summary: Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting, and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Duties and Responsibilities include the following. Other duties may be assigned.

1. Greet, register, and assign rooms to guests of hotels or motels.*

2. Verify customers' credit and establish how the customer will pay for the accommodation.*

3. Keep records of room availability and guests' accounts, manually or using computers. *

4. Compute bills, collect payments, and make change for guests. *

5. Issue room keys and escort instructions to bellhops. *

6. Review accounts and charges with guests during the checkout process. *

7. Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers. *

8. Transmit and receive messages, using telephones or telephone switchboards. *

9. Contact housekeeping or maintenance staff when guests report problems. *

10. Make and confirm reservations. *

11. Record guest comments or complaints, referring customers to managers as necessary. *

12. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

13. Arrange tours, taxis, or restaurant reservations for customers. *

14. Deposit guests' valuables in hotel safes or safe-deposit boxes. *

15. Date-stamp, sort, and rack incoming mail and messages. *

16. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. *

17. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. *

18. Clean and maintain lobby and common areas, such as restocking supplies and watering plants. *

19. Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies. *

Qualifications:

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.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of payroll and human resource systems, word processing, spreadsheet, accounting, internet, and point of sale software/credit card processing.

Education/Experience:

High School Diploma and two to four years related experience and/or training; or equivalent combination of education and experience.

Certificates and Licenses:

Knowledge, Skills, and Other Abilities:

• Communication skills
• Professionalism
• Customer service skills
• Effective Leadership skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.