What are the responsibilities and job description for the Guest Services Representative position at Fairfield Inn & Suites by Marriott Austin Downtown?
Position Title: Guest Services Representative
Reports To: Front Office Supervisor
Position Summary:
Guest Services Representatives are responsible for greeting and registering guests, providing outstanding service throughout their stay, and settling accounts upon departure. Primary responsibilities include guest registration, reservations, hotel operator, and concierge duties. Agents are expected to offer attentive, courteous, and efficient service prior to arrival and throughout guests' stays, with a focus on maximizing room revenue and occupancy. This role requires open availability, including weekends and holidays.
Duties and Responsibilities:
- Deliver exceptional customer service, ensuring guest comfort and satisfaction while supporting team and brand objectives.
- Perform quality assurance (QA) tasks as required by the department.
- Follow all policies, procedures, and local, state, and federal regulations related to personnel, security, cash handling, guest relations, and safety.
- Maintain a visible presence and be readily available to assist guests throughout the shift.
- Proactively offer assistance or answer guest inquiries.
- Serve as the night manager on duty during the overnight shift.
- Adhere to hotel credit policies, including managing credit card authorizations, direct bill accounts, cash payments, and incidental deposits.
- Verify the accuracy of allowances, corrections, and miscellaneous vouchers.
- Balance all credit card transactions and prepare related deposits.
- Verify the accuracy of in-house and closed accounts, ensuring correct rates and posting room and tax charges.
- Complete all steps of the night audit process to close the current business day and open the new day.
- Handle guest complaints promptly, documenting issues and coordinating with the appropriate department to resolve them, ensuring guest satisfaction.
- Organize and complete all shift reports, including phone logs, restaurant paperwork, wake-up call reports, and audit packs.
- Balance end-of-shift work.
Position Requirements:
- Strong verbal and written communication skills in English.
- Ability to stand for extended periods.
- Ability to lift up to 20 lbs.
- Open availability, including weekends and holidays.
Job Type: Part-time
Pay: From $17.00 per hour
Expected hours: 16 – 32 per week
Benefits:
- Employee discount
- Flexible schedule
- Free parking
Schedule:
- 8 hour shift
- Evenings as needed
- Evening shift
- Morning shift
- Weekends as needed
Work Location: In person
Salary : $17