Guest Services Representative

GENERAL SUMMARY: This position answers telephone, checks guest in and out, takes reservations, handles payments for rooms and any other related charges, provides guests with directions, handles guest concerns, do laundry, assist with cleaning of lobby windows.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Responsible for all incoming Front Desk calls including making reservations, giving directions to the Hotel, looking up the functions for the day, etc.
• Signs for all incoming mail packages (i.e. UPS) deliveries and certified letters.
• Checks guest in and out of the Hotel including giving directions, and providing the guest with anything else he/she requires to ensure guest satisfaction.
• Balancing the cash drawer from the days transactions, completing all required reports and log books (i.e. walk-in report, courtesy call, wake-up call etc.)
• Responsible for ensuring guest satisfaction. If conflict can not be resolved, call the Manager on Duty.
• Be able to give directions to local attractions and businesses.
• Must be punctual and reliable and act as our hotels Preferred Guest Club Representative
• Do laundry (at our Hotels with laundry behind front desk), Breakfast Bar, clean public.
• restrooms, clean exercise room, clean the pool room, test the pool and jacuzzi chemicals, go through all forms and make copies as needed, and clean lobby windows.
• Responsible for efficiently executing all front desk functions in a friendly, gracious manner.

Familiar with basic computer operations and functions is helpful. Needs to have good verbal and written communication skills. Must be able to stand on feet for extended periods of time. Must be able to maintain composure when interacting with guests. Must have the ability to accept changing job conditions, cope with pressure and delicate situations. Must be able to work holidays, weekends and other shifts as necessary. Needs to perform tasks in a safe manner and adhere to company policy.

formHR017-32