Hotel Guest Service Representative/Front Desk

GUEST SERVICE REPRESENTATIVE

SUMMARY

Greets and registers arriving guests at check-in. Handles guest inquiries and addresses any reported problems quickly and efficiently. Keeps guest’s accounts current and documents all room changes. Checks out all departing guests. Communicates necessary information with other staff and departments. Maintains cash banks and issues/closes out safety deposit boxes. Handles all front desk accounting needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Checks in guests
• Checks out guests
• Reviews arrivals; checks for special requests and blocks rooms as required
• Assigns guest rooms upon arrival on the basis of reservation requests and availability.
• Calls on Bell staff to assist guests if necessary.
• Reads, maintains and make entries in Front Desk Log as required.
• Performs room changes if necessary
• Performs Concierge duties when Concierge is not present
• Assists guests with voice mail messages as necessary.
• Posts charges to guest accounts as required.
• Monitors and maintains credit status of guest accounts.
• Prepares cash only list via guest ledger.
• Cashes personal and travelers checks for guests within established accounting guidelines.
• Makes change for guests.
• Answers guest’s questions.
• Makes room reservations when the Reservations department is not available
• Sells gift certificates
• Balances bank and all transactions at the end of shift.
• Performs other duties assigned by Department Supervisor and Manager.
• Follows attendance standard
• Follows Call in procedure standard
• Follows appearance standard.
• Follows all company and global standards.
• Performs complete Bucket Check to standard.
• Run Emergency Reports as designated.
• Coordinates Guest Transportation needs per policy.
• Print, fold, and organize Express Checkouts for Bellman delivery.
• Assembles & sorts Arriving Guests Reg. Cards (Night Shift).
• Delivers Guest wake up calls (Night Shift).
• Nightly Hotel Call Around (Night Shift)
• Run and Distribute Reports for Departments as designated (Night Shift).
• Sort Department Checks for ease of responding to Guest Inquiries per standard (Night Shift).
• Perform a Villa Key Inventory to standard. (Night Shift)
• Perform a Key Box Inventory (Night Shift).

LANGUAGE SKILLS Must have the ability to read, write, and speak English fluently.
MATHEMATICAL SKILLS

Basic math skills and the ability to use a calculator.

PHYSICAL DEMANDS

Sitting for 6-8 hours

Must be able to walk the entire premises as well as perform any guest service functions such as parking cars, carrying luggage, and performing limited maintenance and housekeeping functions.

Must also be able to lift and carry boxes up to 50 pounds.

WORK ENVIRONMENT

Environment is very fast paced. Environment is such that requires assistance in other areas as needed.

Frequent direct contact with guests, appropriate manners, and knowledge of hotel services, hours of operation, and pricing is required.

AVAILABILITY

Must be flexible regarding scheduling as it is based on business demands.

Minimum of High School Diploma required. Prior guest service experience required.

• Must have good oral and written communication skills.
• Must be friendly and able to deal with people.
• Must be able to prioritize and be multi task oriented.
• Ability to use a calculator without error.
• Ability to access and accurately input information using a computer system.
• Experience with MS Office programs and Resort Suite (or similar PMS system) is preferred.

Job Types: Full-time, Part-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Night shift
• Overnight shift
• Weekends as needed

Work Location: In person