POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager/ Assistant General Manager / General Manager

POSITION SUMMARY:

A Guest Service Representative is responsible for all guest interaction at the front desk including guest registration, departure processing, and communication of hotel services. Extremely customer focused, this role creates opportunity for an engaging, outgoing personality to shine and create a positive guest experience. Other duties may include processing forms of payment and responding to guest inquires. This position will be responsible for following all procedures and duties set by management, which may include tasks outside of standard front desk operations. You are responsible for creating a positive guest experience to the standards set forth by showing a high level of ownership and responsibility.

DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for department.
• Ensure that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
• Remain highly visible and readily available for guests at all times.
• Take initiative to offer assistance or answer questions throughout the hotel.
• Adhere to hotel credit policies and procedures, including credit card authorization, direct bill accounts, cash-payments, incidentals deposits, etc.
• Manage guest complaints, ensuring superior guest satisfaction. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Take as much ownership as possible and follow up to ensure completion and guest satisfaction.

• Greet, register, suggestively sell (and upsell) rooms, issue room keys, and assign rooms to guests in an efficient, warm and friendly manner.
• Answer inquiries pertaining to the hotel and its amenities, local food, area attractions and provide travel directions.
• Accurately check out guests and communicate departures with housekeeping staff.
• Make, confirm and cancel reservations via telephone, computer and in writing.
• Answer and route internal and external phone calls in an articulate, friendly manner using prescribed procedures.
• Update the shift-to-shift log regularly and accurately to ensure proper communication between shifts is maintained.
• Maintain the cleanliness and organization of the hotel lobby, coffee stations, and front desk area.

• All other duties as assigned/required.

POSITION REQUIREMENTS:

• Must be able to communicate in English both written and verbally.
• Must be able to stand for long periods of time.
• Must be able to lift 20 lbs.