Hotel Guest Service Rep

TownePlace Suites (Kinseth Hospitality)•Middleton, WI

About The Position

Provides customer service to hotel guests by greeting and registering guests, recommending and selling rooms, issuing keys, assigning rooms, setting wake-up calls, and responding to inquiries about hotel services and local attractions. The role handles reservations, guest communications and requests, payments, billing, deposits, and shift logs while following established security procedures and maintaining a clean, organized lobby and front desk. The employee is responsible for following KHC policies and property guidelines, maintaining a professional image, and reporting to work as scheduled.

Requirements

Follow established hotel security procedures and KHC policies and procedures.
Maintain a professional image and report to work as scheduled.
Meet the physical demands of the role, including occasionally lifting and/or moving up to 50 pounds.
Use close, distance, and 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 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 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 the shift-to-shift log accurately to ensure proper communication between shifts.
Maintain the cleanliness and organization of the hotel lobby and front desk area.
Follow KHC handbook, Front Desk Procedure Manual, and property-specific policies and guidelines, including dress code, safety, and performance standards.
Maintain a professional image and report to work as scheduled.