Position Summary

The Guest Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The individual is also responsible for all reservation and inquiry calls during their shift. They are expected to actively develop superior service skills in working with clients, guests, and co-workers.

Position Type and Expected Hours of Work

This position could be either full-time or part-time. All full-time positions are benefit eligible. This position must be flexible to work variable days of the week to include weekends and holidays based on business needs.

Essential Job Functions

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.

• Handle check-ins and check-outs in a friendly, efficient and courteous manner.

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.).

• Ensure delivery of packages, mail and messages as needed to guests.

• Follow all Lexima/Brand credit policies.

• Be aware of all rates, packages, and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.

• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.

• Fully understand and be able to operate all relevant aspects of the front desk computer system.

• Focus on his/her role in contributing to guest satisfaction surveys.

• Demonstrate appropriate phone skills.

• Use Lexima/brand selling guidelines as part of the inquiry call process.

• Consistently perform above average in the mystery call process.

• Follow up on all wait list reservations.

• Manage suite inventory.

• Complete shift responsibility checklist.

• Keep front office area clean and organized.

• Comply at all times with Lexima/Brand compliance standards and regulations to encourage safe and efficient hotel operations