Hotel Guest Service Rep

Renaissance Chicago (Kinseth Hospitality)•Glenview, IL

About The Position

Provides customer service to hotel guests. The role handles guest registration, room assignments and keys, reservations, check-in and checkout, payments, guest inquiries and requests, and communications with other hotel departments. It also follows hotel security and cash-handling procedures and maintains the cleanliness and organization of the lobby and front desk.

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 requirements.
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, local attractions, and travel directions.
Accurately check out guests 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 a friendly, articulate 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, performance, and property-specific standards.
Maintain a professional image and report to work as scheduled.