Guest Service Representative

Onix Group Wilmington , DE 19801

Posted 3 months ago

General Summary

Responsible for providing superior service to guests, in accordance with the rules, regulations, policies, and procedures set forth by the company.

Principal Duties and Responsibilities:

  • Identify the needs of each guest and provide relevant information regarding hotel policies, services and amenities.

  • Responsible for registering all guests, obtaining pertinent information, and ensuring proper credit is established.

  • Respond to requests from guests for assistance and information about the local area.

  • Sell rooms to "walk-in" customers.

  • Routinely enter or change reservation information on the computer system.

  • Post charges and payments to guest accounts, as needed.

  • Make necessary corrections to guest accounts.

  • Communicate with the housekeeping department about room status/availability.

  • Deliver requested items to guests, as needed, including incoming faxes, mail etc.

  • Listen and respond promptly to guest inquiries and/or complaints in an appropriate manner.

  • Operate hotel switchboard.

  • Clean and maintain the front desk area/front lobby.

  • Maintain daily logs (including communication).

  • Each shift, balance cash drawers, credit card receipts, direct bills and all other incoming payments.

  • Assist with facility deposits as needed.

  • Issue safety deposit boxes, when requested.

  • Reconcile the Housekeeping report with the bucket (registration cards) to monitor room occupancy.

  • Pre-block rooms for incoming guests, especially those with special requests or VIP considerations, while following appropriate brand frequent stay programs.

  • Maintain a current room status report.

  • Perform additional assignments as required.

Job Requirements:

  • High school diploma or equivalent required.

  • Hospitality and/or customer service experience is preferred.

  • Must be able to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service.

  • Must be able to communicate effectively, be polite, courteous, and responsive to our guests.

  • Must be able to speak and write the English language in an understandable manner.

  • Must be able to stand for long periods of time.

  • Must be organized and detail oriented.

  • A valid driver's license is required.

  • Typing and computer skills are required.

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Guest Service Representative

Onix Group