Guest Service Representative

Hotel Guest Service Agent

Department

Front Office/ Night Auditor

Job Summary

Represents the hotel to the guests throughout all stages of the their stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guest complete registration and 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. Processes reservations and handles changes and cancellations. 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. Manager on duty responsibilities.

Reports to:

General Manager

Duties and Responsibilities:

Tasks

• 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 system. Takes same day reservations and future reservations as required. Handles cancellation and changes.

• Maintains the security and privacy of guests and staff.

• Knows how to use front office equipment.

• Processes guest check-outs.

• Posts, files, and balances financial transactions.

• 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 manager or assistant manager

• Knows all safety and emergency procedures. Is aware of accident prevention policies.

• Maintains the cleanliness and neatness of the front desk area.

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

Requisites

Education:

High school graduate or equivalent. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience:

Previous hotel-related experience desired.

Physical:

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

This is not an exhaustive list of all responsibilities, skills, requirements, efforts or working conditions associated with the job. While this is intended to be a representative reflection of the current job, Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (emergencies, changes in personnel, work load, etc.)

Work Remotely

• No

Job Types: Full-time, Part-time

Pay: $11.00 - $13.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Work Location: In person

Salary : $11 - $13