What are the responsibilities and job description for the Guest Service Representative position at Wright Investments?
Job Summary:
Provide exceptional guest service to hotel guests in a professional and genuinely friendly manner.
Provide exceptional guest service to hotel guests in a professional and genuinely friendly manner.
Job Tasks / Responsibilities include, but not limited to:
- Assist guests with check-in / check-out procedure or general inquires about room rates, room types, amenities, the hotel in general, the surrounding area, etc
- Operate telephone system to handle incoming calls from internal and external sources.
- Complete various reports during the shift as directed regarding future reservations, cancelled reservations, current occupancies, projected check-ins / check-outs, method(s) of payment.
- Monitor and verify payment methods during the shift by accepting cash or authorizing credit card charges for check-ins, as well as extended stay overs.
- Work closely with housekeeping department regarding status of rooms and resolve any discrepancies with the housekeeping report regarding stay-overs or check-outs.
- Handle any perceived guest complaint by using the company’s Guest Service Recovery method; ensure issue is resolved; involve supervisor / manager if necessary.
- Complete end-of-shift reports and make deposit (if applicable) according to company’s deposit / cash-handling procedures.
- Be constantly alert of any security and/or safety issues and notify supervisor of any perceived security and/or safety threats.
- Maintain an organized and clean work area; always practice safe work habits.
- Exhibit teamwork and cooperation by performing other duties as needed, required, asked, or directed.
Job Knowledge / Skills / Abilities/ Other Requirements:
- Able to deliver exceptional guest service on a continual and/or repetitive basis without losing motivation.
- Communication skills include speaking clearly and distinctly, the use of proper grammar, as well as skilled at active listening.
- Knowledge and / or ability to use a variety of computer applications as necessary.
- Requires availability on weekends and / or holidays, possible overtime, and possibly alternating shift work.
Job Environment / Working Conditions:
- Primarily indoors or within hotel facilities
- Standing for prolonged periods of time – up to 4 hours or more.
- Very light / infrequent lifting, stretching, bending, stooping or squatting.
Minimum Qualifications:
- Prefer previous guest service experience, but not required.
