Hotel Guest Service Rep

Home2 Suites (Kinseth Hospitality)•Omaha, IL

5d•$16 - $17

About The Position

Provides customer service to hotel guests. The role includes greeting and registering guests, recommending hotel rooms, issuing keys, assigning rooms, setting wake-up calls, making and managing reservations, and answering questions about hotel services and local attractions. The employee supports guest safety and privacy, communicates guest requests and problems to the appropriate departments, processes guest charges and payments, and maintains shift logs and the cleanliness and organization of the lobby and front desk. Employees are expected to follow KHC policies and procedures, maintain a professional image, and report to work as scheduled. Applicants must be at least 19 years old. Scheduled shifts are 7:00 AM–3:00 PM, 3:00 PM–11:00 PM, and 11:00 PM–7:00 AM. Weekends and holidays are required.

Requirements

Must be at least 19 years old to apply.
Must be available to work weekends and holidays.
Must follow KHC policies and procedures and report to work as scheduled.
Must be able to meet the physical demands of the role, including occasionally lifting and/or moving up to 50 pounds.

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.
Ensure guest safety by following established security procedures, including fire and tornado procedures, key security, and guest privacy.
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 promptly and acceptably.
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 such as 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.