What are the responsibilities and job description for the Guest Services Representative position at Best Western Plus Harrisonburg?
DESCRIPTION OF JOB TASKS/PURPOSE: The Guest Service Representative performs a variety of services for guests. Primarily, he/she registers arriving guests, assigns rooms, processes payments, and checks guests out at the end of their stay. The Guest Service Rep also keeps records of room assignments and other registration information in a computer database. He/She is the face of the hotel. Guest Service Rep must be highly motivated. When answering questions about services, check out times, the local community, or other matters of public interest, the Guest Service Rep must be courteous and helpful. Should guests report problems with their rooms, the Associate tries to the best of their ability to resoolve those issues at the line level first . When necessary, the Associate will deliver basic necessities (i.e., toiletries) to guests if no other staff member is available. Depending on the property, additional responsibilities may include: Front Office Operations, Information and Services; basic bookkeeping; Advance Reservation Agent; cashier; and telephone multi-line operation.
Major Job Functions:
- Provide the highest quality of customer service at all times.
- Greet customers immediately with a friendly and sincere welcome.
- Utilize guest's names in interactions whenever possible.
- Promptly respond to all guest-related concerns including but not limited to complaints and special requests.
- Have a thorough knowledge of emergency and security procedures.
- Know how to perform basic routine maintenance as well as how to properly operate all mechanical units within the guestroom.
- Keep maintenance personnel informed of all maintenance needs.
- Proper attire must be worn at all times in accordance with hotel's brand standards.
- Personal cleanliness and neat appearance are required. Shoes must be low heeled and have heels and toes closed.
- Be able to move miscellaneous items weighing up to 40 lbs. Please inform property management if you are unable to meet this requirement so they can determine if a reasonable accommodation can be made.
- GSR may be required to work varying schedules to reflect the business needs of the hotel.
- MUST BE DEPENDABLE
- Develop a thorough knowledge of room locations, room rates, amenities and selling strategies.
- Take reservation requests efficiently.
- proper telephone etiquette.
- Block rooms and handle special requests.
- Monitor room availability.
- Handle safe deposits by guests per established procedures.
- Keep lobby and guest areas clean and presentable.
- Offer and properly handle wake-up calls.
- Open and close shift; make cash drops.
- Ensure all cash, and change funds are balanced throughout each shift.
- Ensure appropriate signatures/authorization prior to processing any credit card transactions.
- Communicate with incoming staff and management
- Other duties deemed necessary by management that are within the associate's abilities.
Associate must adhere to all work rules, procedures, and policies established by the company
Qualifications
Preferred Job Qualifications:
- High school qualification or equivalent.
- Previous hospitality experience preferred but not required
- Strong written and verbal communication skills.
- Well-presented and professional appearance.
- Competency with Microsoft Office.
- Ability to learn on the job.
- Excellent customer service skills.
- Ability to multitask
- Ability to work alone or in a team environment
Job Types: Full-time, Part-time
Pay: $12.50 - $15.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Free parking
Work Location: In person
Salary : $13 - $15