Guest Service Representative

JOB SUMMARY

Guest Service Representatives are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Representatives must also provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Essential

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Must know and practice GUEST and LEARN models.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Pinnacle Hotel Management standards, as required by scheduling which will vary according to the needs of the hotel.
• Always comply with Pinnacle Hotel Management standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a friendly and warm demeanor.
• Greet and welcome all guests approaching the Front Desk in accordance with Pinnacle Hotel Management standards.
• Maintain proper operation of the telephone and ensure that all Pinnacle Hotel Management standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquiries about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Follow all Pinnacle Hotel Management 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 scenario.
• Be familiar with all Pinnacle Hotel Management policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the PMS.
• Employees must always be attentive, friendly, helpful and courteous to all guests, managers and all other employees.

Marginal

• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Always Use proper two-way radio etiquette when communicating with other employees.
• Attend meetings as required by management.
• Perform any other duties as requested by management.

Education and Experience

• College course work in related field helpful but not required.
• Experience in a hotel or a related field preferred.
• Guest Service Representative must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Guest Service Representative must have the ability to multi-task, be detail-oriented, and be able to problem solve to effectively deal with internal and external customers.
• High School diploma or equivalent required.

Physical Requirements

• Flexible and long hours sometimes required.
• 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 be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must maintain composure and objectivity while under pressure.

ADDITIONAL INFORMATION

This hotel is owned and operated by an independent franchisee, Pinnacle Hotel Management. The franchisee controls all aspects of the hotel's employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

SERVICE CULTURE FOCUS

To support Pinnacle Hotel Management's Vision of being recognized by our customers as the best in our business through ensuring a culture that "makes the ordinary extraordinary!" You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.