Guest Services Representative

SUMMARY:

To assist guests efficiently, courteously and professionally in all Front Desk related functions also to maintain the company’s high level of guest service, quality and overall satisfaction.

ESSENTIAL FUNTIONS:

Always provide the highest quality of service to guests.

Promptly and effectively deal with guest complaints and requests.

Check guests in and out efficiently and in a friendly manner.

Post guest charges and compute guest bill, collect payment and make changes for hotel guests following all cash handling procedures as required by the company.

Handle guest email and messages per established procedures.

Be very knowledgeable of the brand Rewards program and promotions.

Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.

Take reservation requests quickly and efficiently.

Answer switchboard in accordance with standards of proper telephone etiquette.

Block rooms and handle special requests.

Monitor room availability and make recommendations.

Handle safe deposits by guests per established procedures.

Keep lobby and desk area clean and presentable.

Have a thorough knowledge of emergencies and security procedures.

Offer and properly handle requests for wake-up calls.

Know how to clean guest rooms to standards.

Clean lobby, meeting room, vending room, breakfast room, and back-office area.

Open and close shift; make cash drops.

Ensure all credit cards, cash, and change funds are balanced throughout each shift.

Inform management of any guest or systems related complaints or problems.

Communicate with incoming staff and management by logging pertinent information in the pass on log.

Keep maintenance informed of all maintenance needs.

Pass on guest lost and found inquiries to management or supervisors.

You must always wear proper uniform in accordance with the Standards of Appearance policy.

Have a thorough knowledge of emergencies and safety procedures.

Be able to move luggage or packages weighing up to 40lbs.

Employees must adhere to all work rules, procedures, and policies established by the company including, but not limited to, those contained in the employee handbook.

Carry out any reasonable request by Management that I can perform

I have read and accept the responsibilities described in the above job.

We must have a good driving record to work at our front desk.