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 and is responsible for total front office operations, including acting as Manager on Duty as needed, 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 when possible
• Promote and sell services/amenities of the hotel to drive revenue
• Encourage repeat business by taking future reservations and recommending alternate same-brand products
• Identify potential sales leads through guest interaction and report to appropriate individuals
• Keep housekeeping and other departments informed of 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, housekeeping, and property cleanliness to ensure guest satisfaction
• Maintain a clean and professional lobby and dining area (dusting, vacuuming, cleaning tables, etc.)
• Follow and maintain thorough knowledge of emergency procedures
• Practice safety standards, report hazardous conditions, and correct them immediately
• Report unusual occurrences or requests to the manager
• Maintain certifications from responsible entities
• 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 departments

Requirements

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 to assist guests
• Daily hotel operations, including checking bulletin boards and staying updated on changes, procedures, and events
• Manager on Duty functions when necessary or scheduled

Skills

• Computer literacy to operate the property management system: post charges, compute bills, collect payments, and make change
• Proficiency in written and verbal English
• Problem-solving and conflict resolution skills

Abilities

• Multitask while remaining guest-service centric
• Communicate effectively with guests, co-workers, and management, including relaying messages via log books
• Assist with guest issues professionally while maintaining a hospitable attitude

Working Conditions

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

Career Advancement Opportunities

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