Guest Service Representative

Job Description

Job Description

POSITION SUMMARY 

The Guest Service Representative will provide effective customer service at all times, ensuring guests receive great service throughout their stay. Representatives will assist guests as needed throughout their stay and while following all established procedures and policies. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES -THE ESSENTIAL FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING: 

• Act as the ambassador of the hotel. Provide information to guests on all aspects of the hotel, including the pool location, hours of F&B facility, laundry location, difference in room types and what those room types have to offer the guest. 
• When appropriate, review arriving reservations for the day early in the shift, checking for special requests, VIP’s, etc., pre-assigning rooms as necessary.
• When applicable, record future reservations for any guest by phone or in person, following all standard procedures. 
• Handle all complaints efficiently and courteously. Listens carefully to the guest’s problem. If possible, takes immediate personal responsibility to correct the problem. If not possible, notify the supervisor or the General Manager immediately.
• Respond to telephone calls efficiently and pleasantly within three rings and with correct phrasing. Determine the nature of call and transfer to proper extension.
• Maintain an awareness of and report any and all safety hazards or violations witnessed in the course of performing required duties. 
• Perform other duties as requested. 

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES) 

• One-year related customer service work experience. 
• Computer skills. 
• Excellent interpersonal skills,
• Ability to speak, read, and write English. 
• Knowledge of workplace safety procedures. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. 

While performing the duties of this position, the employee is regularly required to stand and walk the entire shift, talk, and/or hear. The employee is regularly required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The noise level in the work environment is usually moderate. 

Employment is contingent upon successful completion of a background and drug test.