Guest Services Representative

JOB DESCRIPTION

JOB TITLE: Guest Services Representative (GSR)

POSITION: Non- Exempt

RESPONSIBLE TO: General Manager/Front office Manager

Scope and General Purpose To perform in a pleasant, professional, and efficient manner Front Desk responsibilities achieving timeliness, accuracy of information, and guest satisfaction as required by the brand and

Hawkeye Hotels.

***The working schedule is solely based upon the needs of the hotel

business, meaning that the hours worked are directly

affected by the hotel’s occupancy. ***

Main Duties

1. Practices customer service behaviors, such as listening, initiative, responsiveness, cheerfulness, accommodation, courtesy, honesty, and professionalism.

2. Demonstrates good communication skills and helps ensure optimum communication between all shifts, departments, and management.

3. Demonstrates positive Team spirit aiding other Team members as necessary to achieve required standards of productivity and guest care.

4. Makes decisions in the best interest of the property and in compliance with all applicable policies and procedures.

5. Checks guests in and out in a cheerful, friendly manner, maintaining efficiency, accuracy, and compliance with legal requirements, brand, and company standards.

6. Ensures accurate processing of charges and completes/balances end of shift reports with full handover to next shift.

7. Sells guest rooms and services available as appropriate with the understanding of yield management and explaining the value techniques.

8. Supports marketing/sales/loyalty programs as required by the brand and Hawkeye Hotels.

9. Knows rates, locations, furnishings, amenities, and special features of all guest rooms and property public areas.

10. Shows rooms to prospective guests.

11. Operates telephone switchboard professionally and efficiently, receives and transfers calls, takes guest messages thoroughly and accurately, and notifies guests of messages.

12. Ensures wake up calls are timely and accurate.

13. Demonstrates competence in use of the computer systems.

14. Takes and records advance reservations accurately and confirms as requested; knows status of reservations on a daily and future basis.

15. Observes safe cash handling procedures required by brand and company policy and is responsible for the cash drawer, cash, and credit card information transactions for their shift.

16. Maintains a clean and organized lobby and front desk area.

17. Monitors and records turndowns.

pg. 1

Guest Services Representative

18. Helps maintain breakfast area with fresh coffee, tea, and breakfast items. Helps keep the area stocked, clean, and organized.

19. Works night audit shift as requested.

20. Conducts security checks as directed and maintains security of guests and the building.

21. Cleans guest rooms as requested or needed.

22. Picks up litter in the parking lot and public areas as directed.

23. Controls costs by properly using department supplies, water, and electricity.

24. Follows key control and security procedures.

25. Understands and uses applicable brand standards and Hawkeye Hotels Employee Handbook standards.

26. Knows the hours of operation of the property’s facilities and is aware/promotes these facilities and amenities.

27. Ensures safe use of chemicals and equipment in accordance with the MSDS (Material Safety Data Sheets) and manufacturer’s instructions.

28. Knows how to use and is able to assist in the equipment for the disabled.

29. Knows all emergency procedures.

30. Turns in all Lost & Found items, tags, and stores them as directed by management.

31. Practices safe work habits and uses protective equipment when necessary.

32. Handles all guest complaints to customers’ satisfaction and relays information to supervisor.

33. Reports items/areas needing maintenance assistance.

34. Immediately reports suspicious or unlawful activities to immediate supervisor and/or Police.

35. Attends and participates in staff meetings, safety meetings, training classes, etc.

36. Abides by all policies and guidelines of Hawkeye Hotels and the brand.

37. Promotes the brand and other Hawkeye Hotels locations at all times.

38. Keeps all company business confidential – either while on or off property.

39. Performs other tasks as assigned or authorized by the direct supervisor or General Manager.

40. Ensures accurate and timely reporting.

Qualification Requirements 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, skills, and/or abilities required.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

• Education and/or Experience o Average education level o Experience in other hotels or a comparable service industry dealing with customers
• Language Skills o Must be able to read, write, speak and understand English; write reports with proper format, punctuation, spelling, and grammar; speak with poise, voice control and confidence using correct

English and pleasant voice tone.

• Math Skills o Must be able to add, subtract, multiply, and divide
• Physical Demands o The physical demands described here are representative of those that must be met by and employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

▪ Requires standing (sometimes during long periods), bending, stooping, along with the mobility to climb stairs and frequently lift and/or moving light objects weighing up to 10 lbs.

Occasionally lift and/or move medium objects weighing up to 50 lbs. Requires hand/eye coordination and manual dexterity.

▪ Specific vision abilities required by the job close and distance vision, and the ability to adjust focus.

• Computer Skills

pg. 2

Guest Services Representative o The employee must have the ability to learn and be proficient in the Property Management System of the hotel.

• Supervisory Responsibilities – List the titles of positions supervised:

None

• Financial Responsibility – List monetary/accounting responsibilities applicable to this position: o Responsible for the cash drawer during the shift, accurate processing of charges, and collection of payments. o Responsible for balancing the shift every day.

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

- Noise level is affected by number of guests arriving/departing and number of telephone calls

I have read and understand the functions of the job description for my position and am willing and able to

perform all functions of this position with or without reasonable accommodation. I understand that it is my

responsibility to advise my employer and provide appropriate medical documentation as required to support a

request for reasonable accommodation to enable satisfactory completion of the essential job functions. I

understand that this job description is not an employment contract, implied or otherwise, and the employment

relationship is at will. I further understand that I am obligated to report any unwelcome sexual or other

unlawful harassment in accordance with federal state laws.

Employee Signature Date (mm/dd/yy)

Hawkeye reserves the right to modify, interpret, or apply this job description in the company’s sole discretion.

Employee File

Copy to employee

pg. 3

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person