Guest Services Representative (3-11 AND Audit)

NOTE: This position requires availability to work both 3-11pm shift AND Audit 11pm-7am shift. GSR experience required and Audit experience preferred.

a. Greet all customers who approach the Front Desk in a smiling, friendly manner. Use the “10-foot rule” and greet all guests that pass by the front desk.

b. Process check-out in the most efficient manner possible, following all established procedures and policies. Print out receipt if the guest requests a copy.

c. Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately and in compliance with standard procedures.

d. Review arriving reservations for the day early in the shift checking for special requests, VIP’s, etc.; preassign rooms as necessary. Verify with housekeeping that special requests were completed.

e. Pre-register groups that have requested pre-registration. Have group check-in documents ready and set aside.

f. Record messages and receive mail for arriving and in-house, guests. Ensure that message lights are turned on and off as necessary.

g. Coordinate with Housekeeping on room statuses frequently during the day, transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeeping.

h. Coordinate with Maintenance on any guest-reported or observed problems.

i. Answer the telephone efficiently and pleasantly within three rings and with correct phrasing. Determine the nature of call and transfer to the proper extension, if necessary.

j. Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability.

k. Check all guest folios during each shift for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to pay their account.

l. Post any other charges incurred by guests during your shift using standard procedures.

m. Check in arriving guests in the most efficient manner possible, following all established procedures and policies. Drive Hilton Honors enrollment by asking non-members to enroll at check-in.

n. Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations to be completely familiar with them.

o. File reg. card in the bucket as guests check in. Be mindful of room changes and move card to the new slot when necessary.

p. Compare departures list with the reg. card bucket at the beginning of the PM Shift, or when housekeeping is finished for the day, and pull out all the departed guests’ reg. cards.

q. Send and receive faxes as nethe ded.

r. Compare credit card authorization forms to reservations for accuracy. Make sure the card on the reservation matches the card on the authorization form.

s. Complete the Housekeeping Log with any important notices (e.g. room changes, guest requests, early check-ins, etc.). Accuracy is very important.

t. Handle guest complaints efficiently and courteously. Listen carefully to the guest’s problem. If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken. Know how to implement a 100% guarantee and gift cards.

u. Know where to find all necessary paperwork.

v. Know where to get any items guests may need for their stay (e.g. towels, shampoo, soap, etc.).

w. Always maintain fresh coffee in the lobby.

x. Maintain a clean working environment, including the lobby (e.g. dust, vacuum, stock, etc.).

y. Complete the checklist fully before the end of the shift.

z. Always be in complete uniform.

Job Types: Full-time, Part-time

Pay: $12.00 - $14.50 per hour

Benefits:

• Employee assistance program
• Employee discount
• Flexible schedule
• Paid time off
• Referral program

Application Question(s):

• Are you available to work weekends?
• Have you ever been convicted of a crime, excluding misdemeanors and summary offenses? (A conviction record is not necessarily a bar to employment)
• Do you have a desire to serve others? If so, please explain:
• Are you looking for full time or part time work?
• Are you able to perform the basic functions of the position?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person

Salary : $12 - $15