Job Description:

Guest Service Representative/Front Desk Clerk/Night Audit

Job Summary:

To create outstanding guest experiences by welcoming and communicating with guests in a warm and friendly manner. The Guest Service Representative is also responsible for maximizing room revenues by providing efficient and courteous front desk service.

FLSA Status:

Non-Exempt

Essential Job Functions:

§ Assist all guests in a sincere and courteous manner, whenever possible going the extra mile and whatever it takes to ensure guest satisfaction

§ Use outstanding business practices by achieving standards as provided by your supervisors, the owner of this hotel, and its franchiser.

§ Facilitate the flow of information through the front desk as it relates to the sale of clean product and friendly service to the guest

• Maintain a home-away-from-home atmosphere in the lobby
• Keep noise to a minimum throughout the hotel.
• Observe practices that foster guest satisfaction.

• Sell rooms to guest at appropriate rate and process reservations
• Perform check-in and check-out functions with courtesy, speed, and accuracy
• Maintain accountability for your cash bank, cash receipts, shift deposit, and paperwork
• Process credit card transactions
• Be responsible for the conditions and inventory of supplies in the lobby and at the front desk area
• Be responsible for the condition of computers and other equipment
• Operate the hotel’s switchboard to include answering calls, transferring calls and taking messages
• Keep records of guest financial activity, including, but not limited to, registration, departures, rooms charges, telephone charges and any other charges
• Demonstrate knowledge of room rates and revenue maximization strategies such as upselling and asking for the sale
• Acts as manager on duty in the absence of the general manager
• Assist in training of new front desk staff
• Handle and resolve guest complaints
• Wash, fold, and stock linens in a timely, neat manner
• Maintain a neat and clean appearance behind the front desk and in the lobby area
• Give directions to guests and visitors to the hotel and local attractions and businesses
• Report and document items left behind by departing guest
• Transport luggage for guest on occasion
• Inventory and secure guest room and common area access keys
• Offer, record, and deliver wake-up calls
• Record business-related events as directed in the communication log
• Be aware of and prepare to implement emergency procedures
• Prepare various reports, marketing and sales materials
• Assist in the coordination of housekeeping, laundry, and maintenance activities
• Perform minor maintenance tasks
• Police and tidy the pool area, lobby, hallways and entrances
• Prepare and present coffee and breakfast items for guest consumption
• Perform job duties efficiently and within labor guidelines as provided by your supervisor
• Perform End of Day tasks in Opera
• Work third shift, primarily 11:00 pm – 7:00 am
• All other duties as assigned by supervisor

Qualification Standards:

• Ability to be friendly and interact with others as well as provide assistance as needed to guests and staff
• Ability to work independently with little supervision
• Ability to accept directions and priorities from supervisor and reliably follow-thru on tasks
• Ability to be observe, react quickly and adjust to different guest situations
• Ability to cope with stress, showing self-control during excitement
• Ability to observe practices that foster guest satisfaction
• Ability to operate office equipment, computers and applicable software programs
• Ability to speak, read, write and understand English
• Ability to demonstrate good communication skills (verbal, non-verbal and written)
• Ability to report to work on time, well groomed, in uniform, with nametag, ready to work and wearing a smile.
• Ability to work a flexible schedule including nights, weekends and holidays

Safety:

• Observe strictly all safety and security policies or practices that impact the welfare of guest, staff, or the condition of this lodging facility.
• Observe strictly the hotel’s key control procedures
• Report suspicious activity to supervisor
• Remedy or report safety or security hazards when observed
• Ask questions when in doubt about a policy or procedure

Typical physical activity:

• Sitting, standing, walking for sustained periods of time
• Sustained visual and mental concentration
• Repetitive motion
• Pushing/pulling/bending
• Stooping/kneeling/crouching
• Lifting and carrying
• Able to lift over 25 pounds
• Reaching overhead

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Types: Full-time, Part-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person