Guest Service Representative

Job Description

Job Description

POSITION SUMMARY

The Guest Services Representative's primary role is to ensure the guest expectations are met and that the financial transactions related to the property are properly executed. The Guest Service Representative is responsible for orienting guests to the property, informing them of additional options and/or services, and anticipating the guest's needs. The role maintains a thorough knowledge of brand standards and procedures and all its grounds, products, and services as well as awareness of other roles and responsibilities throughout the organization. In addition to maintaining our vision by adhering to our values, this position must provide the highest level of service to our guests in all front desk-related functions while maximizing rate and occupancy.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Ensure the highest level of guest satisfaction by offering attentive service to every guest and associate; greet guest immediately with a friendly and sincere welcome.

• Listen carefully to understand all guest requests, respond with appropriate action and provide accurate information.
• Resolve any problems or issues quickly, efficiently and courteously.

• Anticipate potential issues and problems and engage proactively to avoid them utilizing Service Recovery items as necessary.

• Ensure guest, room and group event information gathered and data entered is accurate, up to date and properly communicated.

• Support an organized and comprehensive filing system by documenting on purchases, reports and tracking logs.

• Maintains, monitors and prepares guest/group requirements keeping information up to date and relays information as needed.

• Deliver sales and upsell opportunities for all company products and services.

• Maintain proper key management system.

• Prepare list of expected arrivals, assist in preregistration activities and process advance reservations.

• Create and maintain reservation records and prepare letters of confirmation and promptly process any cancellations and modifications.

• Properly and accurately follows all cash-handling, check and credit processes and policies.

• Verify credit card and required guest information.

• Proficiently operate and enter data into all Front Office computer systems including property management, catering, Microsoft Office, Company branded or similar systems.

• Remain up-to-date and familiar with procedures, activities at the company, local attractions, current events, directions and other information on the local area in order to provide accurate information at the Front Desk.

• Performs pool monitoring as needed/required by state.

• Ensures all areas of lobby, front desk and entrances are properly sanitized according to brand.

• Wears proper uniform at all times and is warm, welcoming, and genuine.

• Attend staff meetings as needed.

• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

No direct supervisory responsibilities.

JOB REQUIREMENTS

• Customer Service-centric.

• Can work on your own as well as part of a team.

• Performs work well with speed, accuracy, and attention to detail.

• Able to work well in stressful, high-pressure situations.

• Ability to maintain confidentiality of guest information.

• Clear and thorough communication skills.

• Excellent problem-solving skills.

• Ability to follow directions thoroughly and work with minimal supervision.

• Ability to comprehend and use computerized reservation system.

• Able to assimilate complex information, data, etc. from disparate sources and consider, adjust/modify to meet the constraints of particular.

• Willing and able to work evenings, weekends and holidays; available for flexible scheduling to meet the needs of the department.

• Must be able to handle a crisis in a calm, effective manner, including upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.

EDUCATION and/or EXPERIENCE

High School education or GED required to accomplish the essential functions of this job; must be computer proficient and familiar with office equipment.

COMPANY VALUES

• GRATEFUL. For all we have, for all we can do to be of service to others.

• HELPFUL. To our Family and Community, Teammates and Guests.

• KIND. To all, in everything we do.