JOB SUMMARY

The Guest Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The individual is also responsible for all reservation and inquiry calls during their shift. They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers. Weekends and Holidays are required. 

QUALIFICATION STANDARDS

EDUCATION & EXPERIENCE

• Experience in hotel or a related field preferred.
• High school diploma or equivalent required.
• Associate or bachelor degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
• Must be fluent in English.
• Must be able to pass a background check and drug screening. 

PHYSICAL REQUIREMENTS

• Long hours sometimes required.
• Must be able to work evenings, weekends and holidays as needed.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

MENTAL REQUIREMENTS

• Must work well in stressful, high pressure situations.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.

DUTIES AND RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION

• Maintain high standards of personal appearance and grooming, which include compliance with Lexima /Brand dress code and uniform requirements.
• Maintain a professional and friendly demeanor at all times.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
• Demonstrate a genuine care and commitment to guest service.
• Greet and welcome all guests approaching the front desk in accordance with Lexima/Brand standards.
• Develop a team player attitude for the good of the hotel.

GUEST REPRESENTATIVE RESPONSIBILITY

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
• Ensure delivery of packages, mail and messages as needed to guests.
• Follow all Lexima/Brand credit policies.
• Be aware of all rates, packages and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
• Fully understand and be able to operate all relevant aspects of the front desk computer system.
• Focus on his/her role in contributing to guest satisfaction surveys.
• Demonstrate appropriate phone skills.
• Use Lexima/brand selling guidelines as part of the inquiry call process.
• Consistently perform above average in the mystery call process.
• Follow up on all wait list reservations.
• Manage suite inventory.
• Complete shift responsibility checklist.
• Keep front office area clean and organized.

GENERAL RESPONSIBILITY

• Comply at all times with Lexima/Brand compliance standards and regulations to encourage safe and efficient hotel operations.
• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all Lexima/Brand policies and hotel rules, as well as hotel terminology.
• Develop full understanding of hotel amenities and services.
• Understand emergency procedures and be prepared to help when necessary.
• Operate radios efficiently and professionally in communicating with the hotel staff.
• Ensure correct and accurate cash handling while at the front desk.
• Use proper radio etiquette when communicating with other employees.
• Perform any other duties as requested by management.

Source: Hospitality Online