2nd Shift Guest Service Representative

Position Summary

The Guest Services Representative works under the direction of the General Manager. Responsibilities include performing daily checklist activities, checking in and out guests, providing optimum guest service and satisfaction, showing individual effectiveness, sales through on-site or telephone reservations, and additional tasks to ensure the overall success of the hotel.

Primary Responsibilities

· Is present and aware of surroundings and guests at all times

· Maintains a warm, clean, inviting environment for our guests

· Presents self in a professional, clean, and composed manner at all times

· Follows the shift checklist daily to ensure consistent and effective performance

· Completes all required training as outlined by the GM by the due date, and communicates additional training needs to supervisors as they arise

· Reviews all arrivals and ensures that proper CRM procedures are followed for room assignments

· Checks guests in and out, and ensures their method of payment and final bills are correct

· Makes reservations on the phone or in person using the hotel’s reservation flow chart

· Gives directions, general information, and recommendations to the guest about the local area

· Takes in and gives out cash from a cash drawer that is balanced at the beginning and end of shift

· Follows proper internal controls established by the GM

· Responds promptly to any guests inquires or complaints and resolves issues in an appropriate, timely manner

· Offers alternate solution if guest demand cannot be met

· Shows personal control in front of guests by maintaining positive attitude, staying calm and patient, avoiding use of negative language, and never displaying anger or frustration

· Takes initiative to speak to and engage with guests first, and communicates consistently and professionally

· Acknowledges every guest with eye contact and a smile or greeting

· Stocks front desk area, business center, coffee bar, lobby, and suite shop with all items needed for daily use and cleans areas as needed

· Recognizes Hilton Honors members consistently and accurately

· Communicates effectively with supervisors and management regarding guest issues, internal issues, needs of the hotel, or opportunities to improve the overall success of the hotel

· Communicates with coworkers effectively and professionally

· Creates maintenance tickets for maintenance issues and logs them in MOD Report

· Documents important happenings and information in the MOD Report each shift and ensures proper communication to following shifts and management

· Follows guidelines as set forth in the Team Member Handbook

· Completes other duties as assigned to them

Physical Requirements

· Walking and standing throughout shift (approximately 8 hours)

· Use of keyboard and telephone

· Some bending, lifting and carrying (up to 50 lbs)

· Climbing stairs

· Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions