Guest Services Shift Lead

Guest Services Shift Lead

The GSR is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. We want our guests to relax and be themselves which means we need you to: be you by being natural, professional and personable in the way you are with people, get ready by taking notice and using your knowledge so that you are prepared for anything, show you care by being thoughtful in the way you welcome and connect with guests, and take action by showing initiative, taking ownership and going the extra mile.

Job Description
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Train Guest Services Representatives and Night Auditors on brand standards and duties.
• Coordinate breaks for Guest Services Representatives.
• Registers and assigns rooms to guests, issues room keys and directs guests to rooms.
• Dates, sorts and distributes incoming mail and phone messages.
• Keeps records of room availability and guests’ accounts.
• Makes, confirms and cancels reservations for guests.
• Posts charges such as room, food, liquor or telephone.
• May make restaurant, transportation or entertainment reservations for guests.
• Assists sales department with block reservations.
• Ability to function in all shift segments, including night audit, as assigned by Guest Services Manager.
• Responsible for smooth operation in absence of Guest Services Manager.
• On call when shift replacement is needed due to call off or increase of business.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of, or where to access to following information:
  1. all hotel features/services, hours of operation.
  2. all room types, numbers, layout, decor, appointments and location.
  3. all room rates, special packages and promotions.
  4. daily house count and expected arrivals/departures.
  5. room availability status for any given day.
  6. scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Attend monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (Opera, Visual Matrix, OnQ, etc...).