Guest Services Representative

Hotel Representative

Represents the hotel to guests throughout all stages of the guest stay. Greet, assist and resolve guest matters with the utmost professional, courteous and efficient manner. Must be sales minded. Presents options and alternatives to guests and offers assistance in making choices.

Essential job functions include:

• Maintain confidentiality of any and all proprietary information at all times.
• Follow all company policies and be on time to work, as scheduled.
• Meet with supervisor to review assignments, anticipate business levels, changes and other information pertinent to the job performance.
• Ensure outstanding customer care at all times.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answer inquiries from potential guests and accept hotel reservations.
• Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Check in/out guests, including assigning guest's rooms and accommodating special requests whenever possible.
• Provide orientations of the hotel.
• Assist in preregistration and blocking of rooms for reservations.
• Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Know how to use front office equipment.
• Process guest check-outs.
• Follow procedures for issuing and closing safe deposit boxes used by guests.
• Work closely with the housekeeping department in the keeping room status reports up to date. (check outs, late checkouts, early check-ins, special requests, and day use rooms), and coordinate, requests for maintenance and repair work.
• Use proper telephone etiquette.
• Perform cashiering tasks, such as bill/invoice settlement, posting charges to the guest, paid out's, etc.
• Report any unusual occurrences or requests to the manager or assistant manager.
• Maintain the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Perform any other duties as and when assigned by management.

Qualifications and skills include:

Essential:

• High school graduate or equivalent work-related experience.
• 1-year experience in a similar position, preferably in the hospitality environment.
• Display a competent level of computer literacy.
• Must possess initiative, excellent guest service and decision making skills.
• Ability to type at least 40 words per minute.
• Ability to compute basic mathematical calculations.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to work well under pressure coordinating multiple requests at any given time.
• Ability to work cohesively with other departments and co-workers as part of a team.
• Flexibility in schedule.
• Ability to schedule various services for individuals.
• Ability to perform job functions with minimal supervision.
• Ability to relay instructions and ask for help.