Guest Services Representative-Hotel Fusion, San Francisco CA

Hotel Equities•San Francisco, CA

10h•Onsite

About The Position

Hotel Equities is seeking a Guest Services Representative for The Hotel Fusion in San Francisco, CA. This role involves providing professional and courteous service to guests, responding to inquiries, and resolving concerns. The goal is to ensure guests feel confident in their choice of accommodation through warm, knowledgeable service and helpful guidance.

Requirements

High School diploma /Secondary qualification or equivalent.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities.
General knowledge of the city where hotel is located and its attractions.
Must be able to stand and exert well-paced mobility for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment.

Nice To Haves

Being passionate about people and service.
Problem-solving, reasoning, motivating, and training abilities are often used.

Responsibilities

Greet and welcome guests upon arrival.
Register guests into the computer, verifying reservation, address, and credit information.
Promote the “preferred” guest program and provide recognition and benefits to current members.
Accept payment for guests’ accounts at registration and checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests.
Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints.
Answer telephone promptly and properly, being polite, courteous, and friendly.
Be friendly, thorough, accurate, and efficient in taking reservations.
Be friendly, thorough, accurate, and efficient in performing Check-ins.
Be friendly, thorough, accurate, and efficient in performing Check-outs.
Operate or assist with shuttle or transportation service in a timely and courteous manner (if applicable).
Assist guests with luggage upon their arrival and departure from the hotel.
Use guests’ names.
Be knowledgeable and helpful about the local area, the hotel, and hotel services.
Handle messages, wake-up calls, mail, and faxes properly.
Assist guests with laundry/dry cleaning needs.
Know of incoming VIPs.
Follow all applicable Company Standard Operating Procedures.
Perform other assignments as directed by the General Manager.
Be an enthusiastic, helpful, and positive member of the team.
Be professional, responsible, and mature in conduct and behavior.
Be understanding of, encouraging to, and friendly with all co-workers.
Be self-motivated and use time wisely.
Maintain open lines of communication with each department.
Communicate pertinent information.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Maintain effective communication through the use of meetings, log books, and bulletins.
Be available to help other departments in emergency situations.
Adhere to all work rules, procedures, and policies established by the company.
Properly handle and account for keys.
Be knowledgeable of policies regarding emergency procedures and security concerns.
Aggressively seek and react to opportunities to sell rooms, including re-rents and last rooms available.
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in-depth knowledge of and regularly re-stock and sell pantry items.
Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
Have full understanding of franchise honors program.
Ensure all customers establish credit upon check-in.
Improve timeliness of cash flow by adhering to all established credit and inventory control procedures.
Verify all information on reservations check-in; name, address, method of payment, etc.
Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers.
Identify and record special billing instructions and notify accounting.
Complete shift closing accurately by getting appropriate approval signatures and authorization codes.
Adhere to hotel policies regarding the use of cash banks.
Stay current with developments in the hotel by reviewing the communication log book each shift; update log book for next shift.
Report potential sales contacts to the sales department.
Ensure protection of guests’ room numbers.