Spectrum Hospitality

Job Description

Job Title: Guest Service Representative

FLSA Status: Non-Exempt

Summary

The Guest Service Representative works under the direction of the Front Office Manager or Supervisor and the General Manager. Provides excellent service to the guests of hotel 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 directions and information to guests.
• Pre-check-in any “preferred” (i.e. Hilton honors, IHG or Marriott rewards ) 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. pool hours, business center)’ 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 accounts.
• Assists guest with restaurant, transportation, or entertainment needs, and arranges for tours.
• Deposits guests’ valuables in hotel safe or safe deposit box.
• Handles complaints courteously and patiently relaying them through proper channels if need be.
• Smiles and maintains 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.
• Responds promptly to any guests inquiries or complaints and offers alternate solution if guest demand cannot be met
• Shows personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger
• Demonstrates a commitment to excellent guest service
• Acknowledges every guest with eye contact, nod, & greeting

Security & Liability

• Refrains from calling out a guest’s room number (points to room number instead)
• Refrains from giving a room key to any person who is not a registered guest
• Documents any guest accidents by completing the accident report form
• Completes the maintenance log whenever a complaint is reported
• Ensures that all entrances/exits are properly locked and secured
• Knowledge of how to operate fire alarm panel and check for incidences

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. High school education; or up to six months customer service experience or training is preferred.

Language Skills

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

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units or measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio, and percent’s 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.

Other Skills and Abilities

May be required to hold a Driver’s License to provide shuttle service for guests (where applicable).

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.