Guest Service Representative

About the role

The Guest Service Representative acts as the ambassador of the hotel, providing effective customer service to ensure guests receive great service throughout their stay. Representatives assist guests as needed while following all established procedures and policies.

Responsibilities

• Provide information to guests on all aspects of the hotel, including pool location, hours of F&B facilities, laundry location, and room types.
• Review arriving reservations early in the shift for special requests, VIPs, etc., and pre-assign rooms as necessary.
• Record future reservations for guests by phone or in person, following standard procedures.
• Handle guest complaints efficiently and courteously, taking immediate responsibility to correct issues when possible or escalating to a supervisor or General Manager.
• Respond to telephone calls within three rings, using correct phrasing and transferring calls to the proper extension.
• Maintain awareness of and report any safety hazards or violations witnessed during duties.
• Perform other duties as requested.

Requirements

• One year of related customer service work experience.
• Computer skills.
• Excellent interpersonal skills.
• Ability to speak, read, and write English.
• Knowledge of workplace safety procedures.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this position:

• Regularly required to stand and walk the entire shift.
• Frequently required to talk and/or hear.
• Regularly required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
• The noise level in the work environment is usually moderate.

Employment is contingent upon successful completion of a background and drug test.