Guest Service Representative- Hotel Front Desk

GENERAL SUMMARY

Processes reservations for check-ins/check-outs of hotel guests in a friendly, courteous, and professional manner. Answers telephone calls and makes reservations as required.

CORE SCOPE OF POSITION

• Processes room reservations, registrations, check-ins/check-outs, requests, changes, and cancellations.

• Offers guest other room options and/or up sells room when possible.

• Processes all payment types (adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges) and provides changes.

• Handles monies, receipts, guest accounts and other forms of credit.

• Completes cashier's report, prepares deposits, and counts cashier bank at end of shift using computerized or manual systems.

• Assists with making room reservations.

• Maintains an inventory of vacancies, reservations, and room assignments.

• Identifies and explains room features to guests.

• Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.

• Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.

• Makes other reservations such as restaurant, shows, etc.

• Maintains and organizes work area, Lobby and Front Desk area.

• Arranges transportation for guests/visitors.

• Partners with and assists other team members to promote an environment of teamwork and achieves common goals.

• Notifies Security of any guest reports of theft.

• Ensures that a clean, safe, hazard-free work environment is maintained.

• Adheres to all company and department policies, procedures, and standard operating guidelines

• Performs all other duties.

Required Skills

KNOWLEDGE AND SKILLS

• Knowledge of Microsoft Office.

• Detail-oriented, organized, self-motivated, and values teamwork.

• Ability to type 35 WPM.

• Ability to effectively communicate with guests and team members verbally or in written form.

• Ability to multi-task and work in a fast-paced environment.

• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• 1 to 2 years of related experience and/or training.

• Guest service experience preferred.

• Must be age 21 years of age or older.