3 Guest Service Representative Jobs in Duncan, OK
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Apollo Hospitality Firm is Hiring a Guest Service Representative Near Duncan, OK
REPORTS TO: Front Office Manager & General ManagerTeam Member HandbookAll employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm’s Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook.
KEY RELATIONSHIPSINTERNAL: Staff in housekeeping, laundry, maintenance, front desk, and management.
EXTERNAL: Hotel guests and visitors.
At each of our properties we want our guests to relax and be themselves which means we need you to:
- Be you by being natural, professional and personable in the way you are with people
- Get ready by taking notice and using your knowledge so that you are prepared for anything
- Show you care by being thoughtful in the way you welcome and connect with guests
- Take action by showing initiative, taking ownership and going the extra mile
- Process guest registrations including the computations & collection of payments.
- Complete shift reports and process all financial transactions, including the verification & processing of credit card transactions in accordance with company policies and procedures.
- Comply with reservation procedures to confirm show or no show.
- Present statements and collect payments from departing guests.
- Post suite shop/market charges and process payment.
- Count drawer, make deposit drop verified by witness, and run initials
- Close and balance shifts.
- Ability to work as a team player with all levels of associates.
- Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.
- Provide solutions to problems for guests, associates, and management. Use empowerment to exceed associate/guest expectations and resolve conflicts.
- Take initiative to offer assistance or answer questions through the hotel.
- Willingness and ability to train new associates.
- Communicate with Manager regarding status of groups.
- Communicate with Housekeeping regarding VIP arrivals and expediting vacant ready rooms.
- Respond to guest needs, special requests, and complaints as needed.
- Smile, acknowledge, greet guests at front desk and other public areas.
- Provide exceptional guest service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals.
- Register guests, assign rooms and issue room keys.
- Schedule and make wake-up calls.
- Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.) upon guest request.
- Answer guest’s questions about charges; attempt to resolve problems to guest satisfaction.
- Remain highly visible and be readily available for guests at all times.
- Implement, monitor and carry out guest honors program.
- Perform administrative functions for guests, i.e. faxing, copying, mailing, over-night mail service and other clerical duties.
- Thoroughly understand and implement the brand service culture.
- Perform all shift checklist responsibilities.
- Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
- Document all maintenance related requests in the Maintenance Request Log and/or Work Order Book.
- May perform housekeeping and minor maintenance duties as needed or requested by management.
- Record all incidences of tardiness and absenteeism to the General Manager on the proper form.
- Communicate pertinent shift information on to Manager/Supervisor and team members both verbally and in writing via log-book. Update as necessary.
- Ability to communicate effectively verbally and in writing and excellent telephone skills.
- Pass on pertinent information to the next shift. Group information, current selling strategy, follow-up required for guests or shift responsibilities.
- Make courtesy call to guests to assure their complete satisfaction with their room, etc.
- Assist team with training, supplies, and support in order to consistently provide Brand quality service.
- Ability to work in a fast-paced, high-energy and demanding work environment.
- Receive and transmit messages.
- Schedule dry cleaning service, post to guest folios and inform guest of their clothing return.
- Keep records of occupied rooms and guests’ accounts.
- Practice safety standards at all times.
- Complete knowledge of Emergency Equipment Manual, i.e. utility and water shutoff equipment, fire alarm system/panel, and emergency procedures, etc.
- Perform other duties as required.
- Prompt and regular attendance.
- Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day.
- Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
- Comply with hotel and/or department uniform and professional behavior and appearance standards.
- Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.
- Participate in all mandatory job training and meetings.
- Adhere to property policies and procedures the Employee Handbook, and/or other property and Apollo Hospitality Firm documents.
- Clean and maintain an organized work area. Stock all printers and restock any guest supplies needed at the front desk.
- Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stayovers, and special requirements for amenities.
- Verify bucket-check against computer information.
- Coordinate meeting room function book; booking and quoting rates; coordinating with other department’s food and beverage setups including coordinating the room facility, setups, and breakdown where applicable.
- Immediately report any suspicious activity by guests or others to the proper authorities.
SAFETY STATEMENTAs an employee of this hotel, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.
Qualifications And Requirements
- High School Diploma / secondary education/equivalent plus six months of hotel guest services experience, preferably in a hotel of a similar size. Some college preferred.
- Must speak fluent English. Other languages preferred.
- Must be able to ascend and descend stairs without assistance.
- Minimum weight employee must be able to lift is 30 pounds.
- Must be able to constantly stand, lift, bend and walk.
- Maintain effective key control.
- Ensure that property click-in procedures are followed. Monitor hours worked to prevent overtime.
- Be available to work a flexible schedule.
- Advance computer skills required.
Job Summary
Full Time
$34k-47k (estimate)
06/01/2024
06/25/2024
apollohospitality.net
ARDMORE, OK
25 - 50
2007
Private
MITESH PATEL
<$5M
Accommodations
Related Companies
The job skills required for Guest Service Representative include Customer Service, Guest Service, Front Office, Housekeeping, Credit Card, Laundry, etc. Having related job skills and expertise will give you an advantage when applying to be a Guest Service Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Guest Service Representative. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Guest Service Representative positions, which can be used as a reference in future career path planning. As a Guest Service Representative, it can be promoted into senior positions as a Front Desk Clerk, Sr. that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Guest Service Representative. You can explore the career advancement for a Guest Service Representative below and select your interested title to get hiring information.
If you are interested in becoming a Guest Service Representative, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Guest Service Representative for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Guest Service Representative job description and responsibilities
They organize and maintain the cleanliness of the front desk area at all times and lead guests to the appropriate department.
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A guest service representative generally needs to have excellent communication skills.
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They work towards guests’ satisfaction by fulfilling their needs during their trip.
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Operates telephone switchboard professionally and efficiently, receives and transfers calls, takes guest messages thoroughly and accurately, and notifies guests of messages.
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Guest Service Representatives are required to perform all the hospitality services to ensure good customer satisfaction.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Guest Service Representative jobs
Celebrate Success and Learn to Deal With Failures.
02/09/2022: Orlando, FL
Learn the basics, then move on to bigger things.
12/21/2021: Sioux City, IA
Developed excellent customer service and sales experience; developed extensive knowledge of database entry; developed professional communication skills.
03/03/2022: New Suffolk, NY
For the job role of a Guest Service Representative, have to be good at organizational skills to provide good customer service to the guests.
02/22/2022: Florence, AL
Guest Service Representatives have to be good at organizing things and maintaining other duties around the premises.
02/09/2022: Manchester, NH
Step 3: View the best colleges and universities for Guest Service Representative.
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