What are the responsibilities and job description for the Guest Services Representative/Front Desk position at Holiday Inn Express & Suites Tuscaloosa-University?
Guest Service Agents will assist management in the day-to-day operation of the front desk. This position is the face of the hotel and is responsible for providing quality guest services that include greeting guests, answering phones, registration and check-out, Opera operations, mail, and message service. Guest Service Agents must also provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards or instructions by management. This position responds to and provides information on hotel services, local attractions, travel directions, etc. Prior experience preferred.
- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation policies and procedures.
- Complete daily check list for appropriate shift (day, night, and audit).
- Knows room locations, types of rooms available, and room rates.
- Registers arriving guests and assigns rooms.
- 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.
- Coordinates guest room maintenance work with the engineering and maintenance division.
- Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
- Knows daily activities and meetings taking place in the hotel.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Manages and resolves all guest complaints in a professional and courteous manner.
- Obtains all guest information including company name, email, and phone number.
- Processes guest check-outs and handles monetary transactions.
- Maintains customers’ privacy.
- Maintains a high level of professional appearance and demeanor.
- Performs other duties as assigned.
JOB REQUIREMENTS
- High School Diploma or equivalent and/or experience in a Hotel or a related field preferred.
- Significant attention to detail.
- Ability to operate front desk equipment: Computer, switchboard, credit card machines, etc.
- Understanding of basic math skills
- Collect money and issue change where applicable
- Ability to work as a cohesive team member – relaying information appropriately from shift to shift.
- Must be able to stand for several hours at a time
- Due to the 24 hour operation of the hotel industry, employees may be required to work varying schedules to reflect the needs of the hotel.
Job Types: Full-time, Part-time
Pay: From $15.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Work Location: In person
Salary : $15