Guest Services Representative

Leeb2•Tupelo, MS

About The Position

GUEST SERVICES REPRESENTATIVE The GSR is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. Job Description To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Resolve guest complaints, ensuring guest satisfaction. Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Maintain complete knowledge of, or where to access to following information: a) all hotel features/services, hours of operation. b) all room types, numbers, layout, decor, appointments and location. c) all room rates, special packages and promotions. d) daily house count and expected arrivals/departures. e) room availability status for any given day. f) scheduled daily group activities. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Process all guest check-ins. Verify registration card information with the guest. Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Direct Bell Person to escort guest and transport their luggage to the room. Handle overbooked or walked in guests. Accept and record wake-up call requests. Monitor, send and distribute guest faxes. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Resolve discrepancies on the room status report with Housekeeping. Match the bucket check to in-house guest ledger report; report discrepancies to Manager. Process all check-outs. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Attend monthly department meetings and training sessions as necessary. Anything that contributes to a positive culture and the success of the hotel. Other duties as assigned.

Requirements

High School Graduate or General Education Degree (GED)
One to two years previous experience in a similar position helpful
Basic computer skills required
PMS experience preferred but not required(Opera, Visual Matrix, OnQ, etc.)

Responsibilities

Assist guests with check-in and check-out
Answer and process all phone calls received
Handle all special requests for services or information
Resolve guest complaints, ensuring guest satisfaction
Anticipate guests needs, respond promptly and acknowledge all guests
Maintain positive guest relations at all times
Maintain complete knowledge of hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities
Obtain assigned bank and ensure accuracy of contracted monies
Keep bank secure at all times
Answer department telephone within 3 rings, using correct greeting and telephone etiquette
Process all guest check-ins
Verify registration card information with the guest
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
Direct Bell Person to escort guest and transport their luggage to the room
Handle overbooked or walked in guests
Accept and record wake-up call requests
Monitor, send and distribute guest faxes
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Resolve discrepancies on the room status report with Housekeeping
Match the bucket check to in-house guest ledger report; report discrepancies to Manager
Process all check-outs
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Attend monthly department meetings and training sessions as necessary
Contribute to a positive culture and the success of the hotel
Other duties as assigned