Hotel Guest Service Rep

Residence Inn (Kinseth Hospitality)•Schaumburg, IL

12d

About The Position

The Hotel Guest Service Rep provides customer service to hotel guests. The role handles guest arrivals, registration, room assignments and keys, reservations, inquiries, payments, and departures. It also helps ensure guest safety and privacy, communicates requests and problems to the appropriate departments, maintains shift logs, and keeps the lobby and front desk organized and clean. Employees are responsible for following KHC policies and property-specific guidelines, maintaining a professional image, and reporting to work as scheduled.

Requirements

Meet the physical demands of the role, including regularly standing, using hands to handle or feel objects, and talking or hearing.
Be able to frequently walk and reach with hands and arms, and occasionally sit, climb or balance, stoop, kneel, crouch, crawl, or smell.
Be able to occasionally lift and/or move up to 50 pounds.
Have the vision abilities required for close and distance vision, peripheral vision, depth perception, and adjusting focus.
Follow proper safety precautions at all times.

Responsibilities

Greet and register guests, suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls in a warm and friendly manner.
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 questions 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 using prescribed procedures and an articulate, friendly manner.
Post room, food, liquor, telephone, and other 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, performance, and property-specific standards.
Maintain a professional image and report to work as scheduled.