Guest Service Representative

Hampton Inn Knoxville/Lenoir City, TN•Lenoir City, TN

About The Position

Kana Hotel Group seeks a Guest Service Representative who contributes to a friendly, service-focused atmosphere and delivers high-quality service and value to hotel guests. The role handles guest arrivals and departures, front-desk cash and credit-card procedures, room-status coordination, shift balancing, and guest questions or complaints. The position requires open availability and flexibility to work 7 a.m.–4 p.m. and 4 p.m.–11 p.m. shifts; a pay differential is available for employees open to 11 p.m.–7 a.m. shifts. Evening, weekend, and holiday work may be required.

Requirements

One year of hospitality experience required.
Customer service experience required.
Experience handling cash and credit-card procedures.
Attention to detail.
Knowledge of the hotel layout, amenities, procedures, and organization.
Knowledge of the local geographic area, including businesses and services, major highways and streets, community events, and attractions.
Open availability and flexibility for the listed shifts, including evenings, weekends, and holidays.

Nice To Haves

High school diploma or GED preferred.
Availability for 11 p.m.–7 a.m. shifts; a pay differential is offered for this availability.

Responsibilities

Greet guests and perform check-in and check-out procedures.
Follow hotel and brand standards for cash and credit-card procedures.
Check the house count to determine rooms available for the day.
Review the credit limit exception report and obtain additional approval when necessary.
Check expected departures and clear checkouts or extend stays after checkout time.
Update housekeeping room status when information is received from housekeeping.
Balance departments using the daily activity report at the end of the shift.
Perform cashier shift changes when cash is in balance.
Explain promotional items to guests checking in and provide them to guests who request them.
Inform guests about hotel amenities during lulls in phone or in-person conversations.
Respond promptly to guest inquiries or complaints and offer alternatives when a guest’s request cannot be met.
Demonstrate hospitable and accommodating guest service.
Document guest accidents by completing the accident report form.
Work varied shifts, including evenings, weekends, and holidays.