Guest Services Representative

Charlestowne Hotels•Jackson, WY

About The Position

The Guest Services Agent provides quality guest services, including guest registration and check-out, hotel operations, and bell and valet service. Employees are expected to follow hospitality standards at all times: make eye contact, smile, speak first, engage in polite conversation, and use the guest’s name. The role coordinates with departments such as Reservations, Sales, and Housekeeping to support guest satisfaction. Housing is available.

Requirements

Must have a valid ID.
High school diploma or GED, six months to one year of related experience and/or training, or an equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.
Ability to perform arithmetic using whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
Ability to stand, walk, talk, and hear regularly; use hands to finger, handle, or feel objects, tools, or controls frequently; and reach with hands and arms occasionally.
Ability to occasionally lift and/or move up to 40 pounds.
Ability to adjust focus.

Responsibilities

Review arrivals, note special requests, and block rooms as needed.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete all items on the appropriate checklist by the end of the shift.
Pre-assign hotel rooms for VIPs, repeat guests, package bookings, and guests with special requests.
Follow established key control policy.
Ensure proper credit policies are followed.
Issue guest safety deposit boxes.
Submit lost-and-found articles with a completed lost-and-found report.
Maintain knowledge of the immediate area, services, attractions, and events.
Assist with Concierge services when the Concierge is absent.
Maintain knowledge of fire and emergency procedures.
Open, secure, and balance the daily shift bank, including counting and verifying cash, check, and credit card transactions.
Verify the credit limit report.
Monitor room availability throughout the day.
Review the hotel’s daily selling status using the yield management system.
Attend the department meeting once a month.
Perform other duties as directed by the immediate supervisor and other necessary department-related duties.
Coordinate hotel services through telephone contact with other departments, including Reservations, Sales, and Housekeeping.