Guest Service Representative

Purpose for the Position:

To perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to the an overall positive experience.

Essential Responsibilities:

• Greets registers and assigns rooms to guests.
• Issues room key and escort instructions to bell person or directly to guest as appropriate, without announcing room numbers.
• Date-stamps, sorts and racks incoming mail and messages.
• Transmits and receives messages using equipment such as telephone, fax and switchboard.
• Answers inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests’ accounts.
• Computes bill, collects payment and makes change for guests.
• May make, confirm and cancel reservations for guests.
• Posts charges such as room, food, liquor or telephone by hand or machine.
• May make restaurant, transportation or entertainment reservations for guests.
• May deposit guests’ valuables in hotel safe or safe-deposit box.
• Understands and enforces the hotel company credit policies.
• Accounts for all cash and makes deposits in accordance with company policies.
• Communicates effectively with other front office and hotel departments.
• Reports to work for scheduled shift, on time and in uniform in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Performs other related duties as required.
• If functioning in a Lead Capacity: (a) takes responsibility for assigned employees in the absence of the Supervisor, (b) assigns work, and ensures proper performance of assigned employees.

Skills & Abilities:

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching a directory, to using a telephone.
• Use eyes, hands and fingers accurately while operating a switchboard or computer keyboard.

Physical Demands:

Light Work: Exerting up to 20 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time), and/or up to 10 pounds of force frequently (Frequently: activity or condition exists up to

1/3 to 2/3 of the time), and/or a negligible amount of force constantly (Constantly: activity or condition exists up to 2/3 or more of the time) to move objects. Requires walking or standing to a significant degree.

Environmental Conditions:

Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered “inside” if the worker spends approximately 75 percent or more of the time inside.