What are the responsibilities and job description for the Guest Service Representative position at Holiday Inn Express & Suites Morris?

JOB DESCRIPTION

The purpose of the Guest Services Representative position at Janko Hospitality is to provide world class service to all guests. The (FOS) will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction.

ESSENTIAL DUTIES

Greets and completes established check-in procedures, to insure guest's satisfaction in the rooms requested
Perform guest departure (check-out) daily by following computer procedures and insure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check out.
Regularly calculates and / or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
Controls cash transactions and maintains complete responsibility for transactions during the shift.
Maintains a friendly, cheerful and courteous demeanor at all times.
Performs the shift checklist to insure accuracy of all aspects of the shift.
Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and go guests in order to ensure the information is received in a timely manner.
Maintains the front desk log book to enhance the department communication and communicates any problems to the next shift coming in and the supervisor.
Serves as a cashier and attendant for the market as needed.

CUSTOMER SERVICE AND GUEST SATISFACTION

Maintain a high standard of personal appearance and proper uniform within entire department

Greets guests, visitors and team members in a courteous and friendly manner

Assists guests and team members with anything that they may need

Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

Be proficient and train all team members in Safety and Security Policies

Report any suspicious activity of guest, visitors or staff

always Maintains security for guests and property by keeping room doors locked

Write up Guest Incident reports as needed

Perform duties in accordance with Safety and Security Policies

Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies

Firm and simple grasping is an ongoing requirement for all aspects of work

Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.

Able to stand and walk for long periods of time through the work day

Reaching, pushing, pulling, twisting of body at the waist, and bending are required

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

High School Diploma, GED, or equivalent years of relevant work experience required

Previous customer service or hotel experience required, Hotel Experience helpful.

Friendly demeanor and excellent communication and customer service skills

Good organizational and prioritization skills

Prior computer experience using windows-based software preferred

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