Guest Service Representative

LivSmart Studios•Tullahoma, TN

14h•Onsite

About The Position

Provides excellent guest service in an efficient, courteous, and professional manner, following LBA standards of friendly hospitality while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue. Responsible for total front office operations. Responds immediately to guest requests, represents the hotel in the morning and afternoon hours, and maintains thorough communication with management staff. This position also may be responsible for the cleanliness of guest rooms as well as the usage and organization of supplies.

Requirements

Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times.
Potential associates must pass appropriate security clearances.
High school diploma or equivalent.
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
Must be able to stand for eight hours, bend, stretch, reach, crawl, and kneel.
Must be able to see and hear.
Must be able to communicate with other associates and/or guests.
Knowledge of the entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
Knowledge of Frequent Stay Program.
Knowledge of reservations procedures including cancellations and “walking” guests.
Knowledge of phone etiquette and answering procedures.
Knowledge of area shopping, dining, entertainment, and travel directions to assist guest inquiries.
Knowledge of daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
Knowledge of proper handling of linens, terry, and other supplies while keeping sanitation and cost controls in mind.
Knowledge of guestroom cleaning procedures.
Knowledge of safety and security measures. Report or correct any hazardous conditions observed immediately.
Thorough knowledge of materials, supplies, and equipment used in the housekeeping department.
Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
Proficient in written and verbal English.
Problem-solving and conflict resolution skills.
Ability to maintain designated minutes per room.
Ability to follow cleaning procedures in the company systematic fashion.
Ability to assist with guest issues, being professional and maintaining a hospitable caring attitude.
Must be able to work alone, without direct supervision AND as a team member.
Comply with all standards.
Be able to multi-task, remain service-centric.
Communicate professionally with guest and co-workers.
Effectively communicate with guests and co-workers via various methods to include: messages and communication log books.
Must be able to learn/use computer systems necessary to perform daily tasks to include: Quore, Hotel Effectiveness, etc.
Must be able to exercise discretion to maintain guest privacy.

Nice To Haves

Guest relations type of industry experience preferred.

Responsibilities

Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
Promote and sell services/amenities of the hotel.
Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
Be aware of potential sales leads and contacts through guest interaction. Report information to the appropriate individual.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
Check all credit cards for validity before the end of the shift.
Learn and utilize PMS.
Ensure all cash, check, and miscellaneous departments are in balance at shifts end.
Help maintain a clean and professional lobby, dining area; dusting, vacuuming, cleaning tables, etc.
Have a thorough working knowledge of emergency procedures.
Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
Report any unusual occurrences or requests to the manager.
Maintain certification from a responsible entity.
Utilize Service Recovery Log and other necessary communication logs from shift to shift.
Maintain stock/cleanliness in the market area.
Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.
Clean vacant dirty rooms as needed to be guest ready and return occupied dirty rooms to an occupied clean status within specified time and accuracy constraints per brand standard and best practices set forth by LBA.
Maintain a crisp, clean, and professional appearance daily adhering to grooming and uniform standards.
Follow all cleaning procedures outlined in the housekeeping training with every assignment and as specified on the training checklist.
Follow general clean procedures every 90 days.
Report any discrepancies to the immediate supervisor.
Assist in maintaining other areas of the hotel in a clean and orderly condition (e.g., Associate breakroom, restrooms, public areas, stairwells, and back of the house area).
Respond to guest requests and inquiries immediately.
Have a thorough knowledge of emergency procedures and understand the safety and security needs of our guests and associates.
Other duties as assigned, of which the associate is capable of performing.