Hotel Guest Service Rep

Courtyard by Marriott (Kinseth Hospitality)•Council Bluffs, IA

About The Position

Provides customer service to hotel guests by greeting and registering them, selling and assigning rooms, issuing keys, and setting wake-up calls in a warm and friendly manner. The role supports guest safety and privacy, responds to questions about hotel services and local attractions, processes reservations and payments, and communicates guest requests and departures to the appropriate departments. The employee also maintains accurate shift logs and keeps the lobby and front desk clean and organized. The employee must follow KHC policies and procedures, including dress code, safety, and performance standards; maintain a professional image; and report to work as scheduled. Physical requirements include regularly standing, using hands, and talking or hearing; frequently walking and reaching; occasionally sitting, climbing or balancing, stooping, kneeling, crouching, crawling, or smelling; and occasionally lifting or moving up to 50 pounds.

Requirements

Follow KHC policies and procedures, including dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the role, including occasionally lifting or moving up to 50 pounds.

Responsibilities

Greet and register guests, suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls in an efficient, 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 guests’ 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, maintain a professional image, and report to work as scheduled.