Hotel Guest Service Rep

Kinseth Hospitality•Champaign, IL

About The Position

Provides customer service to hotel guests by greeting and registering them, suggesting and selling rooms, issuing keys, assigning rooms, and setting wake-up calls in a warm and friendly manner. The role supports guest safety and privacy, handles guest requests and concerns, answers questions about hotel services and local attractions, and provides travel directions. It also processes reservations, payments, guest bills, communications, and shift logs, while maintaining an organized and clean lobby and front desk area. Employees are expected to follow KHC policies and procedures, maintain a professional image, and report to work as scheduled.

Requirements

Follow KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure Manual, and property-specific guidelines and standards.
Maintain a professional image and report to work as scheduled.
Follow proper safety precautions at all times to avoid injuries.
Meet the physical demands of the job, including occasionally lifting and/or moving up to 50 pounds.
Have the vision abilities required for the job: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Greet and register guests; suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls.
Follow established security procedures, including fire and tornado procedures, key security, and guest privacy practices.
Date-stamp, sort, and rack incoming mail, faxes, and messages.
Record and communicate guest special requests and problems to the appropriate department and ensure they are addressed in a timely and acceptable manner.
Answer inquiries about hotel services, guest registration, and local attractions, and provide travel directions.
Check out guests accurately and communicate departures to housekeeping staff.
Compute bills, collect payments, make change, and make deposits according to KHC cash-handling procedures.
Make, confirm, and cancel reservations by telephone, computer, and in writing.
Answer and route internal and external phone calls in an articulate and friendly manner using prescribed procedures.
Post charges such as room, food, liquor, or telephone charges to the ledger.
Deposit guests' valuables in the hotel safe or safe deposit box.
Maintain an accurate shift-to-shift log to support communication between shifts.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Follow KHC policies and procedures, including dress code, safety, and performance standards; maintain a professional image and report to work as scheduled.