Hotel Guest Service Rep

Kinseth Hospitality Companies•Minneapolis, MN

About The Position

Provides customer service to hotel guests. The role handles guest arrivals, registration, room assignments, room keys, wake-up calls, reservations, checkout, payments, and questions about hotel services and local attractions. It also supports guest safety and privacy, communicates guest requests and issues to the appropriate departments, maintains accurate shift logs, and keeps the lobby and front desk organized and clean. Employees are responsible for following Kinseth Hotel Corporation policies and procedures, including dress code, safety, and performance standards. Employees must maintain a professional image and report to work as scheduled.

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 inquiries 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 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, 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.