Guest Service Representative Job Description
Position: Guest Services Representative
FLSA Class: Hourly Non-Exempt
Reports to: Front Office Manager (FOM)
Job Summary:
The Guest Service Representative works at the front desk of the hotel and provides service to hotel guests and clients. The GSR greets and checks in arriving guests and checks out departing guests. The GSR provides excellent customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
Duties and Responsibilities:
❑ Block incoming reservations based on guest requests and the availability of rooms to meet those requests.
❑ Block arriving reservations of all groups if deemed necessary, pre-register the rooms in the property computer system, place keys in envelopes and note the room number on the envelopes.
❑ Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed, and the method of payment is established.
❑ Accept and record credit card and photo ID information on guest accounts in the hotel computer system.
❑ Assist as needed in other departments and areas including the Guest Breakfast, Housekeeping, Laundry, and property designated events.
❑ Maintain the cleanliness of the back office and front desk area.
❑ Anticipate guest needs, respond promptly, and acknowledge all guests in a timely and courteous fashion.
❑ Always maintain a positive attitude.
❑ Address and resolve guest complaints in a timely manner to ensure guest satisfaction.
❑ Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.
❑ Prepare a shift drop verifying the totals determined match the totals in the property management system.
❑ Maintain the confidentiality and security of proprietary company information, correspondence, reports, and files.
❑ Handle and document all Lost and Found items as directed by management’s policies and procedures.
❑ Perform other duties as assigned by management.
❑ Follow and adhere to all standards and regulations set forth by your hotel and as directed by management.
❑ Be a Brand Ambassador of A&R’s Culture, Mission and Values.
Required Skills and Experience:
❑ Previous hospitality industry experience preferred but not required
❑ Highly energetic and motivated individual
❑ Ability to take initiative and work with little direction
❑ Excellent interpersonal and communication skills with strong customer/client focus essential
❑ Strong problem-solving skills
❑ Ability to work in a fast-paced, high pressure environment
❑ Ability to shift and manage multiple priorities
❑ Results driven focus and ability to work through to completion in a timely manner
❑ Overtime may be required at times during the busy season as directed by management
❑ Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Office
❑ A passion for delivering exceptional levels of guest service
Other Skills Required:
Physical: Must be able to stand for periods of time; ability to lift to 25 lbs.; may require frequent bending, stooping and kneeling
Mathematical: Must be able to use basic mathematical techniques including percentages and ratios
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.
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