Guest Services Representative

Newport Hospitality Group Malvern , PA 19355

Posted 2 months ago

The Guest Services Representative is responsible to provide and promote a high level of guest service from reception at the front desk to guest checkout. The Representative must have a working knowledge of all hospitality services including Front Office, night audit, and reservations management. He/She will work to ensure a 100% level of guest satisfaction by acting as the main point-of-contact for all guest requirements and requests throughout the period of stay. The ideal candidate for this position has a high school diploma (advanced education/coursework desired); previous hotel/hospitality or customer service experience; one year experience with front desk or customer-facing role (e.g., cashier, sales); upbeat and friendly interpersonal skills; and a sincerely helpful demeanor.

The Administrative Assistant supports the property's General Manager and Director of Sales. They coordinate with other departments the service activities related to the sales function to maximize client/guest satisfaction and overall profitability. Reviews and verifies accuracy of general ledger entries and accounting classifications assigned to various accounts. Ensures that practices and procedures are followed in accordance with NHG company policy, accounting principles and contractual obligations. Codes invoices and vouchers with proper account distribution. Controls and inputs employee payroll information. Provides clerical support to the General Manager. Maintains employee-related data bases and keeps track of all employee anniversary dates for annual reviews, awards, etc. Performs administrative errands as necessary, e.g., banking, post office, office supplies. Ensures all records are filed correctly and retained for the required length of time. Verifies accuracy of financial reports, cash deposits and in-house banks.

The following is a representative list of the duties and responsibilities associated with this position:

    • Smile and continuously project a helpful attitude
    • Provide the highest quality of service to the customer at all times
    • Stay current on all emergency procedures and acts accordingly
    • Greet and register guests and provide room assignments, accommodating special requests whenever possible. Assist in the pre-registration and blocking of reservations
    • Have working knowledge of reservations procedures, sell reservations (be an order maker, not an order taker), and know cancellation procedures and Walk Policy
    • Handle guest check-ins and check-outs efficiently, in a friendly and professional manner
    • Provide information to all guests in a courteous and informative manner. Will not volunteer information about guests or associates - only indicate whether or not they can be reached
    • Handle complaints courteously. When necessary, relay through supervisor for appropriate action and enter in the follow up (target 100) log
    • Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department.
    • Communicate with incoming shift by logging pertinent information in the front office log
    • Ensure that all cash, checks, and miscellaneous departments are in balance at the end of each shift
    • Complete appropriate shift checklist daily
    • Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts, and special need areas in the hotel
    • Answers transfers, recalls, and all incoming calls in a timely and friendly manner
    • Receive and transmit mail, phone calls, and written messages for guests (in absence of voice mail system)
    • Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions
    • Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc.
    • Post room charges, food and beverage charges, phone charges, and compute guest bills using PMS. Collect payments and make changes for hotel guests following all handling procedures as required
    • Ensure adequate key cards are available for assignment of guestrooms
    • Attend to special service requests including securing of guest valuables in safety deposit boxes. Assure that complimentary amenities are delivered to VIP's at the time required
    • Promote repeat business by offering to take future reservations upon checkout and by providing recommendations for alternate NHG products/services
    • Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons/ironing boards, blow dryers
    • Keep the front office area neat, clean, and free of safety hazards
    • Maintain knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts, hotel credit and check cashing policies and procedures, and know how to handle each
    • Be knowledgeable of AAA and its benefits and any current promotions being offered, as well as all special promotions offered by NHG
    • Responsible for proper telephone etiquette
    • Develop a thorough knowledge of the hotel's PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy
    • Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department
    • Wear proper uniform and name tag at all times in accordance with the standards of appearance
    • Contribute to and support the hospitality programs and training seminars to ensure their success. Continue to practice skills taught
    • Attend monthly front office meetings
    • Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by NHG
    • Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the NHG Employee Handbook
    • Perform all other duties as assigned by management
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