GUEST SERVICES REPRESENTATIVE

Department

Front Office / Front Desk

Job Summary

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks, and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

Reports to:

Asst. General Manager

Duties and Responsibilities:

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Posts and files all charges to guest, master, and/or city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guestroom maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the Guest Service Manager or General Manager
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area, lobby and/or public area

Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

• Night Auditors are required to setup and maintain breakfast area until breakfast attendant arrives.
• Complete any and all brand required training
• Night Auditors are required to patrol parking lot during the shift
• Must keep up with ongoing required educational training assigned by Brand, Asst. General Manager, General Manager or Management Company
• Sell all aspect of the hotel, this includes and not limited to sign up guest to brands rewards program, all types of hotel rooms, meeting, great room, group business, corporate business, etc.
• Accomplishes all assignments and special projects given by Asst. General Manager, General Manager or Management Company

Qualifications:

• High school diploma or equivalent.
• Previous hotel-related experience preferred.
• Ability to communicate with public, hotel staff, and management in a professional manner.
• Knowledge of surrounding areas and local events.
• Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Able to properly secure guest information.
• Ability to learn safety, emergency, and accident prevention policies and procedures.
• Skilled in the use of front office equipment.
• Knowledge of proper telephone etiquette.
• Ability to work a flexible schedule, including weekends and holidays.
• Ability to stand for long period of time during shift.