What are the responsibilities and job description for the Guest Service Representative position at SUNRISE HOSPITALITY LLC?
General Summary:
Responsible for providing superior service to all guests in accordance with the rules regulations, policies and procedures set forth by the company and brand.
Principal Responsibilities:
Professionally greets, registers, obtain pertinent information and establishes credit prior to assigning rooms to guests.
Identifies the needs of each guest and provides relevant information regarding the hotel services and amenities. Responds to all guest requests in a timely manner.
Takes reservations from incoming callers while providing superior service and inputs all information into the hotel management system. Updates and cancels reservations in the system as requested by the guest.
Job Duties:
Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times.
Customer Service – Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance. Drives hotel shuttle to pick up and drop off guests at approved locations as needed. Delivers requested items to guests as needed including incoming faxes, mail, valet laundry, etc.
Team Work – Contributes to building a positive team spirit. Treats others with respect and consideration regardless of their status or position. Communicates with the housekeeping department about room status and availability.
Organizational Support – Follows policies and procedures.
Quality - Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness. Applies feedback to improve performance. Monitors own work to ensure quality.
Quantity – Meets productivity standards, completes work in a timely manner, prioritizes and plans work activities and uses time efficiently.
Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
Compliance – Responsible for cash drawer content and transactions during the shifts. Ensures accuracy or daily deposits. Maintains accurate records including cash log, registration cards, reservation cards, wake-up call sheets, shuttle logs, property walks and all other logs as required.
Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions; Uses equipment and materials properly. Maintains confidentiality. Maintain a current room status report in case of emergency.
Initiative - Asks for and offers help when needed.
Dependability – Follows instructions, responds to management direction; completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work and on time.
Qualifications
High School diploma or equivalent is preferred. Hospitality and/or customer service experience is preferred. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer skills preferred. Must have valid drivers license, and acceptable driving history subject to company approval.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop, kneel, crouch or crawl and taste or smell. The employee must regularly lift and or move up to 25lbs, occasionally lift or move up to 50lbs. Specific vision abilities required by this job include peripheral vision and depth perception.
Disclaimer:
The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.