Guest Service Representative
About The Position
This position involves organizing, confirming, processing, and conducting all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The role requires securing payment, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and relaying messages. Responsibilities include printing contingency lists for emergency preparedness, identifying and explaining room features, and providing guests with information about property amenities, services, hours of operation, and local attractions. The role also entails following up on outstanding requests or problems from the previous day, running and reviewing daily reports/logs, and completing designated cashier and closing reports in the computer system. Additionally, the position involves accepting and delivering wake-up call requests, counting and securing the bank at the beginning and end of each shift, and processing various payment types, adjustments, paid-outs, and corrections. The Guest Service Representative must also notify Loss Prevention/Security of any guest reports of theft.
Requirements
- Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
- Secure payment, verify and adjust billing.
- Activate and file room keys.
- Process all guest requests and relay messages.
- Print contingency lists to have a record of all guests in case of emergency.
- Identify and explain room features to guests.
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
- Follow up on any outstanding requests or problems from the previous day and ensure they are resolved.
- Run and review daily reports/logs.
- Complete designated cashier and closing reports in the computer system.
- Accept and record wake-up call requests and deliver to the appropriate department.
- Count bank at beginning and end of shift; secure bank.
- Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
- Notify Loss Prevention/Security of any guest reports of theft.
- Follow all company policies and procedures.
- Report accidents, injuries, and unsafe work conditions to manager.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests’ service needs.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Stand, sit, or walk for an extended period of time.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Nice To Haves
- Passionate
- Active and take pride in how you maintain your well-being
- Optimistic
- Adventurous
Responsibilities
- Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
- Secure payment, verify and adjust billing.
- Activate and file room keys.
- Process all guest requests and relay messages.
- Print contingency lists to have a record of all guests in case of emergency.
- Identify and explain room features to guests.
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
- Follow up on any outstanding requests or problems from the previous day and ensure they are resolved.
- Run and review daily reports/logs.
- Complete designated cashier and closing reports in the computer system.
- Accept and record wake-up call requests and deliver to the appropriate department.
- Count bank at beginning and end of shift; secure bank.
- Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
- Notify Loss Prevention/Security of any guest reports of theft.
- Follow all company policies and procedures.
- Report accidents, injuries, and unsafe work conditions to manager.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests’ service needs.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Stand, sit, or walk for an extended period of time.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
Benefits
- Health care benefits
- Retirement benefits
- Earned paid time off and/or sick leave
- Life insurance
- Disability coverage
- Other life and work wellness benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
