Guest Services Representative (Full Time)
About The Position
Accommodates guests of the Hotel by performing various duties related to room inventory management, guest services, and financial transactions. This role involves analyzing room availability to maximize occupancy and average rate, handling guest requests via telephone, and ensuring efficient operation of the front office. The Guest Services Representative is responsible for greeting guests warmly, processing payments, verifying credit cards, and assisting with reservations based on resort availability and guest preferences. They also manage guest accounts, secure valuables, and issue room keys. Additionally, this position involves training other Guest Representatives on reservation systems and front office procedures.
Requirements
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- High School Diploma, GED, or equivalent combination of education and experience.
- Ability to stand, move and work throughout the office area and properties, including walking up to 1 mile, climbing stairs and sitting at a desk/work station for the duration of the shift.
- Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis.
- Sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.
Nice To Haves
- Gaming experience not required.
Responsibilities
- Monitor and analyze room inventory to maximize occupancy and increase average rate.
- Answer the telephone using appropriate greeting.
- Process guest telephone requests in a timely manner.
- Understand and implement new and existing front office procedures.
- Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice, and use positive body language.
- Compute bills, collect payment, and make changes for guests.
- Verify and imprint credit card for authorization using VISA NET.
- Help train new and existing employees for the efficient operation of the department.
- Assign reservations based on resort availability and guest preference.
- Give choice of smoking or non-smoking room, and notify guest of check-in and check-out times.
- Keep records of room availability and guest accounts.
- Deposit guests' valuables in hotel safe deposit box.
- Memorize and communicate deposit and guarantee policies.
- Issue room keys, and escort instructions to bellhop.
- Be responsible for accurately processing transactions.
- Carry out responsibilities in accordance with the organization's policies and procedures.
- Assist in training Guest Representatives I in taking reservations and operating computer terminals and printers to store and receive reservation data.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
