Guest Service Representative/Front Desk Agent

Must be Guest Service Oriented and experience preferred.

SUMMARY

Accommodates guests of hotel or motel by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Check out all guests who require individualized check out service.
• Greets, registers, and assigns rooms to guests. Issues room key and gives instructions to Bell Staff.
• Pre-check-in any “preferred” guests.
• Handles professionally all incoming mail, faxes, and messages for guests and staff members.
• Communicates with housekeeping and maintenance to ensure coordination.
• Transmits and receives messages from telephone, in-house paging system and/or in-house radio system.
• Answers inquiries pertaining to hotel services (i.e. hours of outlets and lounge entertainment); registration of guests; and shopping, dining, entertainment, and travel directions.
• Keeps records of room availability and guests' accounts.
• Computes bill, collects payment, and makes change for guests.
• Maintains updated back up/emergency reports during shift.
• Makes, cancels, and confirms reservations.
• Posts charges such as room, food, liquor, or telephone, to guest account.
• Deposits guests' valuables in hotel safe or safe deposit box.
• Handles complaints courteously and patiently relaying them through proper channels if need be.
• Smile and maintain a friendly, courteous, and polite manner.
• Complete knowledge of all available rates.
• Maintains desk area clean and orderly at all times.
• Complete knowledge of hotel policies and procedures, including emergency procedures.
• Give guest "Courtesy call" within 30 minutes of arrival.
• Complete daily high balance report and bucket check. Informs manager of any concerns.
• Works with individual cash drawer during shift. Follows proper cash handling procedures and makes shift deposits, if necessary.
• Record/log any guest needs, issues, or complaints and follow-up with guest (i.e. special room type requests, rollaway or refrigerator requests, etc.)
• Complete daily shift balancing report.
• Check area hotels to inquire about availability.
• Keep constant eye contact with the guest, and use the guest's name whenever possible.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

No prior experience mandatory but is preferred. Training will be required. Prefer high school education; or up to one month customer service experience or training.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages given for discounts.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk; use hands to finger, handle, or feel paperwork to work with guests, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision and distance vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Types: Full-time, Part-time

Pay: $12.00 - $14.00 per hour

Benefits:

• Employee discount
• Paid time off
• Parental leave
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

COVID-19 considerations:
Mask is not required but recommended as well as practicing of social distancing when practical. Must adhere to company COVID-19 policies.

Education:

• High school or equivalent (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)
• Overnight Shift (Required)

Work Location: One location