GUEST SERVICES REPRESENTATIVE

Guest Services Representative Job Description

A Guest Services Representative assists our guests efficiently, courteously and professionally in all front desk related functions while maintaining a high standard of service and hospitality.

Responsibilities include:

• Provides the highest quality of service to the customer at all times.
• Greets and registers guests and provides room assignments, accommodating special requests whenever possible. Assists in pre-registration and blocking of reservations.
• Has working knowledge of reservations systems, and procedures; takes reservations and knows cancellation procedures and policy.
• Handles guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Communicates with incoming shift employees by logging pertinent information
• Ensures that all cash, check and miscellaneous departments are in balance at the end of each shift utilizing proper cash handling procedures.
• Checks all credit cards to ensure they are valid. Follows check cashing procedures to ensure all checks are valid.
• Keeps housekeeping informed of any special requests, late check-outs and special need areas in the hotel.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions.
• Posts room charges using PMS; collects payment and makes change for hotel guests following all cash handling procedures as required.
• Promotes repeat business by offering to take future reservations upon check-out.

• Keeps front desk area neat, clean and free of safety hazards.
• Be able to stand/walk for extended periods of time (6-8 hours)
• Be able to lift up to 35 pounds
• Must be able to work either AM or PM shifts on weekdays, weekends, and holidays
• Schedules are subject to change weekly

The items listed above include, but are not limited to the overall job responsibilities.