Oberlin - Guest Services Representative

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.