Supervisor: General Manager
Purpose of Position: Guest Service Representatives are responsible for greeting and registering our guests.
Providing outstanding guest service during their stay and settling the guest's account upon completion of their stay.
Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties.
Providing attentive courteous and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.
Essential Functions:
Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
Maintains a high level of professional appearance and demeanor.
Maintain the highest level of confidentiality in all areas.
Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers.
Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
Demonstrate good communication skills and convey information and ideas.
Ability to perform basic math, and understand financial information.
Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property.
Implement all company policies and procedures for safety and security.
Complete training in all areas of security, alcohol, and health and safety.
Ensuring that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed.
Keeping safety in mind in all things.
Work with other departments to ensure room status is up-to-date and room repairs are done on a timely basis.
Uses persuasive selling techniques to sell rooms and promote all marketing programs.
Carry out front desk responsibilities including, but not limited to; greeting guests, performing guest transactions, balancing reports, cash control, and deposits, proficiently processing reservations and credit cards.
Operate phone system, TDD equipment.
Effectively communicate using shift logbook and shift reports.
Operate basic office equipment.
Understands hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests.
Responsible for key control.
Issues and receives both room keys and master keys.
Process all lost and found items according to policy.
Have basic knowledge of how to operate computer equipment, including Microsoft Office suite.
Assist in training of new staff.
Participates in and supports a positive, enjoyable work environment.
Holds an understanding of hotel products and services (i.
e.
, food and beverage, recreation)
Performs other duties as assigned.
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