2nd Shift Guest Service Representative

ESSENTIAL JOB FUNCTIONS Include the following; however, other duties may be assigned. 1. Immediately greet the guest, offer to assist with their needs (i.e.) reservations, registration and provide accurate information regarding hotel services, outlet hours and local attractions. 2. Complete the registration process by establishing method of payment; include number of guests, and room rate while promoting brand-marketing programs; code electronic keys, non-verbally confirm room number, and rate; provide welcome folders containing room keys, certificates, coupons, and parking passes as appropriate. 3. Compute bill, collect payment, make adjustments or changes for guest; handle cash, make change and balance an assigned house bank; secure guest’s valuables in labeled safe-deposit boxes if not available in guestrooms; post charges to guestrooms and house accounts via PMS. 4. Promptly answer the telephone in a friendly, courteous manner; input guest messages into the VM system; retrieve and relay messages, check for mail, and packages as requested; confirm and modify reservations into the PMS. 5. Closeout guest accounts at the time of check out ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise that may include authorizing revenue allowances elevating to a supervisor if necessary. Beware of guest scores and work towards increasing departmental and overall guest satisfaction. 6. Field guest complaints conducting a thorough research to develop the most effective solutions and negotiate results; listen attentively and extend assistance in order to resolve problems such as price conflict, insufficient heating, or air conditioning; plan and implement detailed resolution by using sound judgment and discretion. 7. Remain calm and alert especially during emergency and/or heavy hotel activity. Practice safe work habits; wear protective safety equipment and follow standard operating procedures and OSHA guidelines.2 8. Maintain a current and accurate guest incident log, update as necessary; communicate pertinent information to appropriate staff. 9. Knowledgeable regarding hotel room availability types and rates; is aware of local community offerings and events. 10. Maintain a high level of professional appearance and demeanour, comply with attendance rules, and be available to work on a regular basis.

REQUIRED SKILLS AND ABILITIES Good communication and interpersonal skills; must have command of the English language both written and verbal; self-starting personality with an even disposition and maintain a professional appearance and manner at all times; must be willing to “pitch-in” and help co-workers with their job duties and be a team player; considerable skill in the use of a calculator to prepare mathematical calculations without error; ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts; ability to access and accurately input information using a moderately complex computer system; ability to stand for long periods, good knowledge of proper bending, stooping, and lifting up to 35 pounds; exercise care when walking on wet floors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

Job Types: Full-time, Part-time

Pay: From $15.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Front Desk: 1 year (Preferred)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $16