Hotel Guest Service Rep

Kinseth Hospitality Companies•Madison, WI

About The Position

Provides customer service to hotel guests by greeting and registering them, selling and assigning rooms, issuing keys, setting wake-up calls, answering questions, handling reservations and payments, and communicating guest requests and problems to the appropriate departments. The role also supports guest safety and privacy, maintains accurate shift logs, and keeps the hotel lobby and front desk organized and clean. Employees are expected to follow KHC policies and property-specific standards, maintain a professional image, and report to work as scheduled.

Requirements

Follow proper safety precautions at all times to avoid injuries.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the role, including regularly standing, using hands to handle or feel items, and talking or hearing; frequently walking and reaching; and occasionally sitting, climbing or balancing, stooping, kneeling, crouching, crawling, or smelling.
Occasionally lift and/or move up to 50 pounds.
Have close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

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, 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 charges such as room, food, liquor, and 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, and performance standards; maintain a professional image and report to work as scheduled.