Guest Service Representative

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile.

communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and

directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or

issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with

guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features,

property amenities, and local areas of interest. May process food & beverage orders, answer questions on menu selection

and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and

professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge.

disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and

answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and

support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually.

verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move,

lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other.

reasonable job duties as requested by Supervisors.

Safety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies,

natural disasters).

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure.

environment.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety.

personnel.

Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Maintain awareness of undesirable persons on property premises.

Policies and Procedures

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with

company policies and procedures.

Comply with quality assurance expectations and standards.

Guest Relations

Address guests' service needs in a professional, positive, and timely manner.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific.

process to resolve issues, delight, and build trust.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and

watching/listening to guest preferences and acting on them whenever possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired.

individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions

on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Answer, record, and process all guest calls, requests, questions, or concerns.

Receive, record, and relay messages accurately, completely, and legibly.

Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss

Prevention) as necessary to resolve guest call, request, or problems.