GUEST SERVICE REPRESENTATIVE II

Duties and Responsibilities

• Assists guests with all requests in person or via telephone including but not limited to making confirming and or cancelling room reservations, collecting payments, and presenting lodging receipts.
• Greets and welcomes guests upon sight always maintaining outstanding guest relations.
• Communicates with all lodging associates and chain of command concerning operations, guest issues, or situations that require immediate attention.
• Registers and assigns rooms to guests issuing room keys or cards, transmits and receives messages, and keeps records of occupied rooms and guest accounts.
• Operates a multi-line telephone system, records and delivers messages, and answers inquiries pertaining to services, base facilities, area attractions, and travel directions.
• Responsible for inventory of all keys and other supplies and or amenities maintained at the front desk.
• Ensures the front desk and lobby area are clean and safe.
• Utilizes the Property Management System PMS to access guest information, retrieve reservation information, and change or cancel reservations as requested by guests.
• May be required to retrieve Lost and Found items and contact guests regarding lost or found items.
• Logs trouble calls in the PMS and ensures the appropriate department is notified.
• Relocates guests to a different room when required.
• Operates POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels.
• Ensures all wake up calls are handled promptly and properly.
• Typifies any miscellaneous memos, correspondence, and required in the course of performing assigned duties.
• Ensures security of all guests is maintained at all times.
• Exchanges and maintains rotating change fund and daily log of moneys received and deposited.
• Safely maintains all records and access to guest safety deposit boxes as applicable.
• Generates and prints various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List, and Night Audit reports as well as other daily, monthly, or annual occupancy reports. Verifies accuracy of charges for correctness and makes appropriate changes if errors occur.
• Completes all computer-generated reports as assigned and notates any account discrepancies for corrective action by management.
• Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.
• Prepares end of day front desk reconciliations identifying and addressing any discrepancies made throughout the day.
• Maintains operations during inclement weather and or other emergencies for short period of time during the absence of supervisor, GM, or AGM.
• May be required to assist in laundry facility and issue deliver supplies to guests.
• May be required to possess a valid state driver’s license to travel to other lodging facilities as needed within the normal scope of duties.
• Will be required to work all shifts including weekends and holidays as scheduled.

Qualifications

• One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
• One year progressively responsible experience related to the position to be filled.
• Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.