Front Desk Representative

Guest Service RepresentativeGuest Service Representatives serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict additional tasks that may be assigned. Duties of this job may be changed at management's discretion.Shift: 3pm-11pmEssential Duties include:Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keysFollows brand standards for checking in elite membersChecks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles billAnswers incoming guest phone reservationsAnswers inquiries pertaining to hotel services; gives entertainment/restaurant suggestions and travel directionsReceives all guest concerns to exceed the guest expectationsReceives guest service requests and follows-up to ensure completion.Serves as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messagesKeeps records of room availability and guests' accounts. Operates front desk softwareMaintains a balanced cash/billing drawerMaintains and takes responsibility for all cash and credit card transactions during working hoursWhere applicable, maintains and replaces stock of hotel lobby 'market stand' for guests' purchase of sundries, beverages and food supplies.Completes any necessary accounts receivable and direct billing tasksFollows brand standards when processing guests' stays based on brand point systemWelcome guests and respond to requests in a prompt and professional mannerCheck the working condition of equipment and report to supervisor any unsafe or malfunctioningUses suggested selling techniques to sell rooms and to promote other services of the hotelCoordinates room status updates with housekeeping departmentKnows how to use office equipmentKnows all safety and emergency proceduresMaintains awareness of all ratesCommunicates with the previous and following shiftsPrint arrival list from booking.com and Expedia and other third party sites and ensure all reservations are in hotel's property management system.Ensures compliance with energy conservation and job safety requirementsProactively maintain assigned areas and equipmentReport all safety concerns to managementAttend and participate in all mandatory trainings and meetingsFlexible with schedule and assignmentsMaintain effective performance under pressureMay perform similar duties as requested by supervisorRequirements:Good customer service skillsAbility to work independently and with othersGood communication skillsAttention to detailAbility to multi taskDisplays good initiativeWork Schedule8 hour shift10 hour shift12 hour shiftDay shiftNight shiftWeekend availabilityHolidaysBenefitsHealth insuranceDental insuranceVision insurancePaid time offEmployee discount