Hotel Guest Service Rep

Hampton Inn & Suites (Kinseth Hospitality)•Mason City, IL

About The Position

Provides customer service to hotel guests. The role greets and registers guests, assists with room assignments and keys, handles reservations and payments, answers questions, communicates guest needs to relevant departments, and helps maintain a clean and organized lobby and front desk. The employee is responsible for following company and property policies, 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.
Help 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 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, local attractions, and 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, and maintain a professional image and report to work as scheduled.