Guest Services Associate
About The Position
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 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 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 50 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Essential Duties & Responsibilities: Maintain a friendly and warm demeanor at all times. Obtain all necessary information when taking room reservations. Monitor all V.I.P. and special guest requests. Fully comprehend and execute all relevant phases of the front desk computer system. Ensure logging and delivery of all messages, packages and mail in a timely and professional manner. Be aware of all rate packages and promotions currently in effect. Be familiar with all in-house groups. Be aware of all black out and restricted dates. Ensure that all guests are checked in/out in a friendly efficient and courteous manner. Process guest payments. Being a source of information to guests on various matters such as transport and restaurant advice. Explain all amenities to guests at check-in. Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. Answer all guest inquiries in a timely and professional nature. Adhere to Brand standards and company policies. Performs other duties as assigned.
Requirements
- High School Education and relevant hotel experience
- Must be able to work well in stressful high pressure situations including ability to handle guest objections and disputes to satisfactory results.
- Must be able to show initiative in job performance including anticipating what needs to be done before it becomes a necessity.
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 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 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 50 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
- Maintain a friendly and warm demeanor at all times.
- Obtain all necessary information when taking room reservations.
- Monitor all V.I.P. and special guest requests.
- Fully comprehend and execute all relevant phases of the front desk computer system.
- Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
- Be aware of all rate packages and promotions currently in effect.
- Be familiar with all in-house groups.
- Be aware of all black out and restricted dates.
- Ensure that all guests are checked in/out in a friendly efficient and courteous manner.
- Process guest payments.
- Being a source of information to guests on various matters such as transport and restaurant advice.
- Explain all amenities to guests at check-in.
- Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Answer all guest inquiries in a timely and professional nature.
- Adhere to Brand standards and company policies.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
