Front Desk Representative

Guest Service Representative

Guest 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-11pm

Essential 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 keys

Follows brand standards for checking in elite members

Checks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill

Answers incoming guest phone reservations

Answers inquiries pertaining to hotel services; gives entertainment/restaurant suggestions and travel directions

Receives all guest concerns to exceed the guest expectations

Receives 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 messages

Keeps records of room availability and guests' accounts. Operates front desk software

Maintains a balanced cash/billing drawer

Maintains and takes responsibility for all cash and credit card transactions during working hours

Where 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 tasks

Follows brand standards when processing guests' stays based on brand point system

Welcome guests and respond to requests in a prompt and professional manner

Check the working condition of equipment and report to supervisor any unsafe or malfunctioning

Uses suggested selling techniques to sell rooms and to promote other services of the hotel

Coordinates room status updates with housekeeping department

Knows how to use office equipment

Knows all safety and emergency procedures

Maintains awareness of all rates

Communicates with the previous and following shifts

Print 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 requirements

Proactively maintain assigned areas and equipment

Report all safety concerns to management

Attend and participate in all mandatory trainings and meetings

Flexible with schedule and assignments

Maintain effective performance under pressure

May perform similar duties as requested by supervisor

Requirements::

Good customer service skills

Ability to work independently and with others

Good communication skills

Attention to detail

Ability to multi task

Displays good initiative

Work schedule

8 hour shift

10 hour shift

12 hour shift

Day shift

Night shift

Weekend availability

Holidays