Reports To: Guest Services Manager
FLSA Status: Non-Exempt
Position Summary
A Guest Services Representative is responsible for meeting the needs of guests, especially during check-in and check-out, ensuring that guests are 100 percent satisfied.
Responsibilities
- Provides information to guests about hotel services, facilities, and other amenities
- Responds to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.)
- Enters/changes reservations information on the computer
- Posts charges to guests' accounts, processes payments from guests, and makes corrections to accounts
- Informs housekeeping department about room status/availability
- Sells rooms to "walk in" customers
- Listens and responds to guests' requests or complaints and communicates these requests and complaints to the appropriate team members
- Manages incoming calls
- Cleans the front desk area
- Maintains daily logs
- Balances shift work and cash drawers
- Stocks hotel store with products in an effective and attractive manner
- Knowledge of and ability to perform shuttle/van driver responsibilities as needed
Requirements
- Prior front desk and/or customer service experience is preferred
- Customer-service oriented with excellent interpersonal skills
- Strong initiative and work ethic
- Punctual, reliable, and regular attendance
- Strong attention to detail
- Ability to work in a fast-paced environment
- Excellent communication skills - both verbal and written
- Knowledge of local geographic area, including businesses/services, attractions, and major roads/highways
- Valid driver's license and Department of Motor Vehicles Report (if applicable)
- Must have and maintain a valid driver's license and meet the required criteria for driving a company vehicle
- Must be able to lift and carry up to 25lbs. Must be able to stand, sit, stoop, bend, twist, and reach frequently.