Guest Service Representative

Principle Responsibilities & Position Purpose:
Increase guest satisfaction by providing efficient and courteous guest service in accordance with the standards of the hotel while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue. Understands and implements the mission statement, values, and culture at all times.

Pre-Requisites (Requirements):

• 1+ years of experience in customer service at a branded hotel preferred
• High School diploma or equivalent of the same
• Must display professionalism and have characteristics of honesty and trustworthiness
• Must have excellent attendance and be punctual

Work Environment & Context:

• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
• Must be able to stand for eight hours, bend, stretch, and reach
• Work schedule varies and may include occasionally working on
• Holidays, weekends, and evenings. Long hours sometimes required
• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds

Required Knowledge, Skills, and Abilities:
Knowledgeable in:

• Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts
• Frequent Stay Program
• Reservations procedures including cancellations and “walking” guest
• Phone etiquette and answering procedures
• Be able to answer inquires of local shopping, dining, entertainment, and travel directions
• Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new procedures, and events
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment, and make change

Abilities:

• Multi task, detail oriented, remain service centric
• Communicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using log books
• Manage time effectively
• Assist with guest issues with professionalism maintaining hospitable attitude.