What are the responsibilities and job description for the Guest Services Representative position at Famous Dave's?
Job Summary: The Guest Services Representative is responsible for taking phone calls, reservations, checking guests in and out, and accommodating guest requests in a pleasant, professional and efficient manner.
Essential Job Duties:
- Practices life safety & security practices in accordance with Franchisor standards.
- Counts out cash box and bank drawer at beginning of shift.
- Registers guests in a timely and efficient manner and assigns rooms.
- Maintains a working knowledge of rate structure and marketing programs, and up-sells whenever possible.
- Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel.
- Transmits and receives messages using equipment such as computer, telephone, fax and switchboard.
- Maintains accurate record of room inventory at all times.
- Computes bill, collects payment, and makes change for guests.
- Makes, modifies and cancels reservations for guests as required.
- Posts incidental charges to guest accounts.
- Balances credit card vouchers to Computer totals.
- Keeps track of change bank and balances Front Desk to Computer totals at the end of each shift.
- Encodes key cards for guests.
- Performs all procedures as outlined by the franchisor's standards manual.
- Performs incidental cleaning as needed, i.e., stripping beds and removing trash.
- Coordinates preparation and presentation of breakfast bars where applicable.
- Communicates issues, concerns, complaints, compliments, and suggestions to the management of the organization and not to other associates, guests, etc.
- Supports the Best Western Mission Statement, Vision Statement, philosophy, policies and procedures.
- Does whatever it takes to create OUTRAGEOUS GUEST SERVICE.