Overview: The Guest Service Representative maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.
Job Duties and Responsibilities :
Ø Arrives to work on-time and ready to begin shift. (Follows call-out policy.)
Ø Arrives to work in appropriate work attire (uniform, foot wear, name tag) neat and professional in appearance
Ø Seeks approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
Ø Acknowledges our guest with a smile and friendly "hello." Promptly attends to guest needs.
Ø Displays a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values
Ø Demonstrates a team behavior and attitude of working together to accomplish tasks (even if outside specific job duties)
Ø Completes work in a timely manner and meets productivity standards/expectations
Ø Welcomes and checks-in guests in a friendly and efficient manner. (Excellent customer service and phone etiquette.)
Ø Accountability for assigned cash drawer(s) and cash balances
Ø Answers and transfers calls in timely (preferably 3 rings) and courteous fashion
Ø Manages all aspects of the reservations process. Stay abreast of local rates, in-house strategy, special rate plans and packages, available inventory, etc.
Ø Verifies accuracy of information in property management system by entering data correctly and checking daily arrivals
Ø Effectively handles all guest inquiries, requests and complaints. Confirm guest needs have been met;
Ø Communicates effectively with all departments
Ø Develops a working knowledge of local attractions, business locations, and points of interest
Ø Directs traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
Ø Acts as a safety and security agent by identifying and reporting potential risks to guests, employees or the building
Ø Knowledgeable of all major hotel systems including their locations, basic troubleshooting and relevant contact list
Ø Complies with guest privacy standards
Ø Has complete knowledge of all hotels services, amenities, and hours of operation
Ø First point of contact during any emergency. Be familiar with all emergency procedures as documented in hotel Emergency Manuals
Ø Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
Ø Maintains a clean and organized work environment
Ø Handles services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, and general inquiries
Ø Confirms guest satisfaction at check-out and take appropriate corrective action if necessary. Say, "Thank you."
Ø Performs daily reporting requirements based on specific hotel needs
Ø Ensures transfer of information from shift to shift at the Front Desk
Ø Keeps adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary;
Ø Understands and adhere to hotel's policies and Brand Standards
Ø Performs additional duties as assigned