Hotel Guest Service Rep

Courtyard by Marriott (Kinseth Hospitality)•Ankeny, IA

11d

About The Position

Provides customer service to hotel guests by greeting and registering them, assigning rooms, issuing keys, and helping with reservations, payments, hotel services, and local information. The role also supports guest safety and privacy, communicates guest requests and issues to the appropriate departments, and maintains accurate shift records and an organized front desk and lobby. Employees are responsible for following KHC policies and property guidelines, maintaining a professional image, and reporting to work as scheduled.

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, 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 an articulate, 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 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.