Hotel Guest Service Rep

Kinseth Hospitality Companies•Middleton, WI

About The Position

Provides customer service to hotel guests by greeting and registering them, selling and assigning rooms, issuing keys, and setting wake-up calls in a warm and friendly manner. The role supports guest safety and privacy, communicates guest requests and problems to the appropriate departments, answers questions about hotel services and local attractions, and assists with travel directions. The position handles reservations and guest communications, processes checkouts and payments, posts charges to guest ledgers, and follows hotel cash-handling procedures. It also maintains shift logs and keeps the lobby and front desk organized and clean. Employees are expected to follow Kinseth Hotel Corporation policies and property-specific standards, maintain a professional image, and report to work as scheduled.

Requirements

Follow proper safety precautions at all times to avoid injuries.
Meet the physical demands of the job, including occasionally lifting and/or moving up to 50 pounds.
Maintain a professional image and report to work as scheduled.

Responsibilities

Greet and register guests, suggestively sell hotel rooms, issue room keys, assign rooms, and set wake-up calls.
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 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 using prescribed procedures and an articulate, friendly manner.
Post charges such as room, food, liquor, or telephone charges to guest ledgers.
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.