Guest Service Representative

Job Description

Job Description

Description:

Provides excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue.

Responsible for the total front office operations. Responds immediately to guest requests, represents the hotel in the morning and afternoon hours, maintains thorough communication with management staff. This position also may be responsible for the cleanliness of guest rooms as well as the usage and organization of supplies.

PREREQUISITES

· Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

· High school diploma or equivalent of same r guest relations type of industry preferred

· High school diploma or equivalent of same

SUMMARY OF ESSENTIAL JOB FUNCTIONS

· Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

· Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.

· Must be able to stand for eight hours, bend, stretch, reach, crawl, and kneel.

· Must be able to see and hear.

· Must be able to communicate with other associates and/or guests.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

· Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.

· Frequent Stay Program

· Reservations procedures including cancellations and “walking” guest

· Phone etiquette and answering procedures

· Area shopping, dining, entertainment and travel directions to assist guest inquiries.

· Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.

· Proper handling of linens, terry and other supplies while keeping sanitation and cost controls in mind.

· Guestroom cleaning procedures.

· Safety and security measures. Report or correct any hazardous conditions observed immediately.

· Thorough knowledge of materials, supplies and equipment used in the housekeeping department.

Skills:

· Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.

· Proficient in written and verbal English

· Problem solving and conflict resolution skills Maintain designated minutes per room.

· Follow cleaning procedures in the company systematic fashion.

· Assist with guest issues, being professional and maintaining a hospitable caring attitude.

Abilities:

· Must be able to work alone, without direct supervision AND as a team member.

· Comply with all standards.

· Be able to multi task, remain service centric.

· Communicate professionally with guest and co-workers.

· Maintain designated minutes per room.

· Follow cleaning procedures in the company systematic fashion.

· Assist with guest issues, being professional and maintaining a hospitable caring attitude.

· Effectively communicate with guests and co-workers via various methods to include: messages and communication log books.

· Must be able to learn/use computer systems necessary to perform daily tasks to include: Quore, Hotel Effectiveness, etc.

· Must be able to exercise discretion to maintain guest privacy.

SPECIFIC RESPONSIBILITIES

•Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.

•Promote and sell services/amenities of the hotel.

•Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.

•Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.

•Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.

•Check all credit cards for validity before the end of the shift.

•Learn and utilize PMS.

•Ensure all cash, check and miscellaneous departments are in balance at shifts end.

•Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc.

•Have a thorough working knowledge of emergency procedures.

•Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.

•Report any unusual occurrences or request to the manager.

•Maintain certification from a responsible

•Utilize Service Recovery Log and other necessary communication logs from shift to shift.

•Maintain stock/cleanliness in the market area.

•Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen accord to proper standards.

•Cleaning vacant dirty rooms as needed to be guest ready and returning occupied dirty rooms to an occupied clean status within specified time and accuracy constraints per brand standard and best practices set forth by LBA.

•Maintain a crisp, clean and professional appearance daily adhering to grooming and uniform standards.

•Follow all cleaning procedures outlined in the housekeeping training with every assignment and as specified on the training checklist.

•Follow general clean procedures every 90 days.

•Report any discrepancies to the immediate supervisor.

•Assist in maintaining other areas of the hotel in a clean and orderly condition, (ex. Associate breakroom, restrooms, public areas, stairwells, and back of the house area).

•Respond to guest requests and inquiries immediately.

•Have a thorough knowledge of emergency procedures and understand the safety and security needs of our guests and associates.

•Other duties as assigned, of which the associate is capable of performing.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

• This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
• Standing, walking for long periods of time while maintaining a friendly professional image.
• May be required to work any day/shift, including weekends.

POSITIONS FOR POSSIBLE ADVANCEMENT

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.