Summary
The Guest Service Representative is responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.
Major Duties and Responsibilities
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Registers guests and assigns rooms, accommodating special requests whenever possible.
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Assists in pre-registration and blocking of rooms for reservations/guest arrival.
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Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
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Understands room status and room status tracking.
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Knows room locations, types of rooms available, and room rates.
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Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
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Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
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Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
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Files room keys.
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Knows how to use front office equipment.
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Processes guest check-outs.
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Posts and files all charges to guest, master, and city ledger accounts.
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Follows procedures for issuing and closing safe deposit boxes.
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Uses proper telephone etiquette.
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Uses proper mail, package, and message handling procedures.
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Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
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Attends department meetings.
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Coordinates guestroom maintenance work with the engineering and maintenance division.
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Reports any unusual occurrences or requests to the manager or assistant manager.
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Knows all safety and emergency procedures. Is aware of accident prevention policies.
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Maintains the cleanliness and neatness of the front desk area.
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Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
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Duties associated with Guest Service Representative’s position including but not limited to the above.
Minimum Qualifications and Skills
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High school graduate or equivalent.
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Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
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Excellent organizational, written and oral communication.
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Night Audit experience is an asset.
Mental Effort
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Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
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Mental effort required in multi-tasking and handling interruptions that require refocusing.
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Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests
Physical Effort
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Standing at a computer for long periods of time.
Working Conditions
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Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
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Frequent handling of queries and calls from guests, potential guests, and other departments.
Type of Supervision Required
Reports to the General Manager. Works under general instructions to prioritize and complete assigned tasks.
