Hotel Guest Services Representative FT

Responsibilities

• Assign rooms according to guest requests and preferences whenever possible.
• Pre-assign, pre-key and prepare all guest packets for designated arrivals.
• Review/track/accommodate requests for changes and communicate to appropriate staff.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Identify and resolve any over-commitments by room type.
• Balance room inventory in advance.
• Review out-of-order rooms for accurate return dates; report any room maintenance problems to management, housekeeping, and/or engineering.
• Assist front desk staff with the proper room assignments.
• Ensure hotel rooms are being blocked to allow for revenue maximization.
• Run all daily reports that are required to complete necessary job duties including but not limited to group arrivals and departures, housekeeping briefs, trace reports, etc.
• Balance clerk/cashier postings, cash, and credit transactions daily.
• Perform other job-related duties as requested.

Qualifications

• High school diploma or equivalent
• One (1) year of customer service experience, preferably working in a similar hotel setting
• Advanced knowledge of Opera, group blocks, room rack availability, and the desire to learn additional Opera skills
• Ability to effectively communicate in English, in both written and verbal forms
• Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
• Able to multi-task and work well in a fast-paced, team-oriented environment
• Proficiency in computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
• Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
• Effective listening abilities with strong judgment skills
• Knowledge of accommodations room capacities and amenities
• Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
• Maintain a professional, neat, and well-groomed appearance adhering to company standards