Guest Service Representative

Job Description

Guest Services Agent

Reports to: Front Office Manager

Department: Front Office

OUR STORY

As the first boutique-inspired offering from Hyatt Place and the first hotel to open in Lake Forest, IL since 1929, The Forester Hotel is the natural selection for modern comfort and evolutionary service. Founded on the motto of "Love of Science and Nature", the city of Lake Forest has always been at the crossroads of preservation and progress with its open lands backing up to office parks and the cobblestone streets of historic Market Square leading to Starbucks and Williams Sonoma. Blaze your own trail and discover The Forester, come, and join our wonderful team!

JOB DESCRIPTION

The purpose of the Guest Services Representative position at Janko Hospitality is to provide world class service to all guests. The (FOS) will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. 

ESSENTIAL DUTIES

• Greet and assist guests during check-in to ensure satisfaction with assigned rooms.
• Handle guest check-outs, ensuring accuracy of billing and resolving any issues promptly.
• Manage cash transactions and maintain accurate records.
• Answer inquiries, take reservations, and promote hotel services to increase occupancy.
• Address guest concerns promptly and courteously in person and over the phone.
• Operate telephone systems, assist with internal calls, and schedule wake-up calls.
• Maintain a friendly and professional demeanor at all times.
• Complete shift checklists to ensure thoroughness and accuracy.
• Process incoming mail, messages, and faxes promptly and efficiently.
• Maintain communication through the front desk log book and inform incoming shifts of any issues.
• Serve as a cashier and attend to market needs when required.

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and team members in a courteous and friendly manner
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

• Be proficient and train all team members in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• always Maintains security for guests and property by keeping room doors locked 
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to stand and walk for long periods of time through the work day
• Reaching, pushing, pulling, twisting of body at the waist, and bending are required 

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous customer service or hotel experience required, “Hilton” Experience helpful.
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows-based software preferred