Guest Service Representative (Front Desk)

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GENERAL SUMMARY

Processes reservations for check-ins/check-outs of hotel guests in a friendly, courteous, and professional manner. Answers telephone calls and makes reservations as required.

CORE SCOPE OF POSITION

• Processes room reservations, registrations, check-ins/check-outs, requests, changes, and cancellations.
• Offers guest other room options and/or up sells room when possible.
• Processes all payment types (adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges) and provides changes.
• Handles monies, receipts, guest accounts and other forms of credit.
• Completes cashier's report, prepares deposits, and counts cashier bank at end of shift using computerized or manual systems.
• Assists with making room reservations.
• Maintains an inventory of vacancies, reservations, and room assignments.
• Identifies and explains room features to guests.
• Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.
• Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.
• Makes other reservations such as restaurant, shows, etc.
• Maintains and organizes work area, Lobby and Front Desk area.
• Arranges transportation for guests/visitors.
• Partners with and assists other team members to promote an environment of teamwork and achieves common goals.
• Notifies Security of any guest reports of theft.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines
• Performs all other duties.

Required Skills

KNOWLEDGE AND SKILLS

• Knowledge of Microsoft Office.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Ability to type 35 WPM.
• Ability to effectively communicate with guests and team members verbally or in written form.
• Ability to multi-task and work in a fast-paced environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• 1 to 2 years of related experience and/or training.
• Guest service experience preferred.
• Must be age 21 years of age or older.