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. Acts as Manager on Duty as needed, responds immediately to guest requests, and maintains thorough communication with management staff.

Prerequisites

• Character traits of honesty and trustworthiness are essential.
• Must pass appropriate security clearances per company policy.
• Experience in service, sales, telesales, or guest relations preferred.
• High school diploma or equivalent required.

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 with other associates and/or guests.

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.
• Encourage repeat business by offering to take future reservations and providing recommendations for alternate same-brand products.
• Identify potential sales leads through guest interaction and report information to the appropriate individual.
• Keep housekeeping and other departments informed of special requests, late check-outs, and special 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 and property cleanliness to ensure guest satisfaction.
• Maintain a clean and professional lobby, dining area, and market area (e.g., dusting, vacuuming, cleaning tables).
• Have a thorough working knowledge of emergency procedures and practice safety standards at all times.
• Report or correct hazardous conditions immediately.
• Report unusual occurrences or requests to the manager.
• Maintain certifications from responsible entities as required.
• Utilize Service Recovery Log and other communication logs between shifts.
• Assist with laundry procedures, including folding linen according to proper standards.
• Perform other duties as assigned, including assisting in departments such as laundry, housekeeping, or food and beverage.

Requirements

Knowledge

• Entire property, staff, services, hours of operation, room types, locations, rates, and discounts.
• Frequent Stay Program and reservations procedures, including cancellations and “walking” guests.
• Phone etiquette and answering procedures.
• Area shopping, dining, entertainment, and travel directions to assist guest inquiries.
• Daily hotel operations, including checking daily events, bulletin boards, and staying updated on changes and new procedures.
• Manager on Duty functions when necessary or as scheduled.

Skills

• Computer literacy to operate the property management system: post charges, compute bills, collect payment, 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 mail, phone, and written messages.
• Assist with guest issues professionally while maintaining a hospitable attitude.

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.

Career Advancement Opportunities

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