Hotel Guest Service Rep

Courtyard by Marriott (Kinseth Hospitality)•Bellevue, NE

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 guest requests and concerns, answers questions about hotel services and local attractions, and provides travel directions. The position also manages reservations, guest check-in and checkout, payments, deposits, charges, valuables, incoming communications, and shift-to-shift records. It maintains the cleanliness and organization of the lobby and front desk and follows KHC policies, procedures, safety requirements, dress code, and performance standards. Employees are expected to maintain a professional image and report to work as scheduled.

Requirements

Ability to perform the essential duties described in the posting.
Ability to follow KHC policies, procedures, safety precautions, dress code, and performance standards.
Ability to maintain a professional image and report to work as scheduled.
Physical ability to regularly stand, use hands to finger, handle, or feel, and talk or hear; frequently walk and reach with hands and arms; and occasionally sit, climb or balance, stoop, kneel, crouch, crawl, or smell.
Ability to occasionally lift and/or move up to 50 pounds.
Vision abilities including close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

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 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, including room, food, liquor, and telephone charges, to the ledger.
Deposit guests’ valuables in the hotel safe or safe deposit box.
Maintain the shift-to-shift log accurately 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.
Follow safety precautions to avoid injuries while performing job duties.