Hotel Guest Service Rep

Kinseth Hospitality•Iowa City, IA

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 inquiries and reservations, communicates guest requests and problems to the appropriate departments, and completes check-in and check-out transactions. The position also maintains accurate shift logs and keeps the lobby and front desk organized and clean. Employees are expected to follow company and property policies, maintain a professional image, and report to work as scheduled. Weekend availability is required; energetic people skills, punctuality, and reliability are emphasized. The more availability an employee has, the more work may be available, and weekend workers receive first access to hours.

Requirements

Weekend availability.
Energetic personality and strong people skills.
Punctuality and reliability.
Ability to perform the physical demands of the role, including occasionally lifting or moving up to 50 pounds.
Ability to stand regularly; use hands to handle or feel; talk or hear; walk and reach frequently; and occasionally sit, climb or balance, stoop, kneel, crouch, crawl, or smell.
Required vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Greet and register guests, suggestively sell 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 questions about hotel services, guest registration, local attractions, and travel directions.
Check out guests accurately and communicate departures to housekeeping staff.
Compute bills, collect payments, make change, and make deposits according to company 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 charges such as room, food, liquor, or telephone charges to the ledger.
Deposit guest 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 company handbook, front desk procedure manual, and property-specific policies and standards, including dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.