Guest Service Representative

• Perform duties as outlined in the Front Office Training Procedures.
• Make reservations as needed both in person and over the phone and ensuring to provide accurate hotel rates and information with proper phone etiquette
• Register guests and issue room keys to registered hotel guest
• Use the appropriate phrases and greetings when interacting with guests.
• Provide information pertaining to available services and facilities of hotel, points of interest and entertainment attractions
• Ensure guest needs are responded to in a timely and efficient manner.
• Maintain the security of cash, credit card transactions, and guest information.
• Accurately process all cash and credit card transactions in accordance with front office procedures including but not limited to posting all charges, and counting/ securing assigned bank.
• Assists guests with luggage or getting extra amenities, towels and bedding.

• Conduct self in a friendly and attentive manner during all guest encounters.
• Operate phone system in, at times, a fast-paced environment.
• Ensuring proper communication is kept between departments
• Check and respond to all 3rd party booking sites
• Check/respond to guest reservations/booking messages
• Communicate pertinent shift information to the next shift and direct supervisor.
• Adhere to lost and found protocols.
• Maintain guest confidentiality.
• Knowledge, understanding, and adherence to Company Core Values and Mission Statement.
• Responsible for working in a safe and conscientious manner.
• Adhere to all safety policies and procedures.

Shuttle Van Driver for Applicable Hotels Only:

• Drive the Company shuttle van to local businesses and Airport.
• Responsible for the safe and timely transportation of guests.
• Adhere to traffic laws and Company policies.

• Possess a valid driver’s license and clean driving record.

NOTE: This job description does not imply that these are the only duties to be performed by the Guest Service Representative. Other job-related duties may be assigned by the supervisor. 

• Possess a positive, outgoing and friendly personality.
• Ability to provide excellent guest service.
• Ability to perform basic calculation.
• Excellent active listening to understand the individual needs of each guest.
• Must have the ability to identify and overcome a problem.
• Ability to use nonverbal skills to identify a guest’s satisfaction or dissatisfaction with their stay.
• Exercise good judgment and be a clear thinker in pressure situations.
• Ability to focus attention to detail.
• Team player.

• Flexible working hours.
• Ability to apply time management skills.
• Ability to work independently with little or no supervision while meeting high performance standards.
• Guest service experience in the hospitality industry or equivalent, preferred.
• Ability to read and understand proper procedures
• Ability to read and understand proper chemical handling instructions and hazard warning label. 

NOTE:  All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.