Guest Services Second Shift - Hotel Indigo

Valor Hospitality Partners•Orange Beach, AL

About The Position

The Guest Services team member performs front-desk functions, including checking guests in and out, making room reservations, offering recommendations and directions, and serving as a welcoming first point of contact. The role handles guest registration and room assignments, provides room-rate quotes and upsells, accommodates special requests when possible, collects and verifies guest payments, and follows hotel credit and cash-handling policies. It also involves managing reservations and phone activity, resolving guest complaints and inquiries, walking guests according to procedures, balancing cash at the beginning and end of each shift, and coordinating room status with Housekeeping.

Requirements

High school diploma or equivalent experience.
Three to twelve months of employment in a related guest-relations position with this company or another organization.
Excellent computer and cash-handling skills.
Ability to stand for extended periods.
Sociable, outgoing, lively, and guest-service-oriented demeanor.
Ability to communicate information and hotel services to management, staff, and guests.

Responsibilities

Welcome guests and perform front-desk functions, including guest check-in and check-out.
Handle guest registration, room assignments, room-rate quotes, upselling, special requests, and payment collection.
Verify registration cards against the computer for accuracy of guest name, payment type, rate, and market segment.
Pre-register guests, block reservations, and take same-day and, when necessary, future reservations in accordance with hotel rate structures, discounts, and sales strategies.
Follow hotel credit and cash-handling policies and ensure correct charges and credits are posted to guest folios.
Account for and balance cash and cash equivalents at the beginning and end of each shift.
Resolve guest complaints and assist with inquiries about hotel services, in-house events, directions, local attractions, check cashing, and safety boxes.
Manage phone activity and provide callers with general information.
Cancel room reservations according to procedures.
Walk customers in a professional and courteous manner according to procedures.
Coordinate rooms with the Housekeeping Department as a liaison between Housekeeping and the Front Desk.
Communicate information about hotel services to management, staff, and guests.