Guest Service Representative

About the Role

Provides excellent guest service in an efficient, courteous, and professional manner while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue. Responsible for total front office operations, including acting as Manager on Duty, responding to guest requests, and maintaining communication with management staff.

Prerequisites

• High school diploma or equivalent
• Experience in service, sales, telesales, or guest relations preferred
• Must pass appropriate security clearances due to access to guestrooms and property
• Character traits of honesty and trustworthiness are essential

Essential Job Functions

• Perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
• Push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted
• Stand for eight hours, bend, stretch, and reach
• See, hear, and communicate effectively with guests and associates

Responsibilities

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests
• Promote and sell hotel services and amenities
• Encourage repeat business by taking future reservations and recommending same-brand products
• Identify potential sales leads through guest interaction and report to appropriate individuals
• Coordinate with housekeeping and other departments regarding special requests, late check-outs, and guest needs
• Verify credit card validity before the end of the shift
• Learn and utilize the Property Management System (PMS)
• Ensure all cash, check, and miscellaneous departments are balanced at the end of the shift
• Assist in other areas such as Food & Beverage, property cleanliness, and guest satisfaction
• Maintain a clean and professional lobby and dining area (dusting, vacuuming, cleaning tables, etc.)
• Follow emergency procedures and practice safety standards at all times
• Report hazardous conditions immediately and maintain awareness of safety protocols
• Report unusual occurrences or requests to the manager
• Maintain certification from a responsible vendor (where applicable)
• Utilize Service Recovery Log and other communication logs between shifts
• Maintain stock and cleanliness in the market area
• Follow approved laundry procedures, operate washers/dryers, and assist with folding linen
• Perform other duties as assigned, including assisting in laundry, housekeeping, or food and beverage

Knowledge and Skills

• Knowledge:
  • Entire property, staff, services, hours of operation, room types, locations, rates, and discounts
  • Frequent Stay Program and reservation procedures (including cancellations and "walking" guests)
  • Phone etiquette and answering procedures
  • Local shopping, dining, entertainment, and travel directions for guest inquiries
  • Daily hotel operations, events, and procedural updates
  • Manager on Duty functions
• Skills:
  • Computer literacy to operate the property management system (post charges, compute bills, collect payment, make change)
  • Proficiency in written and verbal English
  • Problem-solving and conflict resolution
• Abilities:
  • Multitask while maintaining a guest-service-centric approach
  • Communicate effectively with guests, co-workers, and management (verbal, phone, written)
  • Relay pertinent information using communication log books
  • Assist with guest issues professionally and hospitably

Working Conditions

• Physical presence at the hotel is required; not conducive to telecommuting or remote work
• Standing and walking for long periods while maintaining a friendly, professional image
• May be required to work any day/shift, including weekends

Advancement Opportunities

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

Pay

$13.50 per hour