Job Description

Front Desk Guest Service Representative

The Front Desk Guest Service Representative is responsible for maintaining positive guest interactions while consistently and courteously responding to their needs, requests, necessary service transactions and tasks. This position is critical to ensure quality service to our guests and upholding hotel standards, while working with members of the hotel team, maintaining room quality as well as safety and security of the hotel.

Duties and Responsibilities

Welcome guests with friendly greeting and smile and perform all guest related services. (i.e. wake up/courtesy calls; handle concerns/complaints/requests; provide coffee/newspaper and location information; keep lobby clean and orderly). Handle reservation requests; check guests in/out; handle guest accounting and cashier functions. Make, change and monitor reservations; review and report rate availability using the front desk computer system; update and monitor room status, promote future sales. Maintain confidentiality of guest information and pertinent hotel data. Perform daily cash count; prepare bank deposit and review of audit packages. Complete reporting for daily occupancy/revenue, weekly inn operations, expenditures ledger and update corporate memorandum and/or operations manuals. Communicate with Inn Management and other GSRs, as needed, about problems, requests and/or concerns regarding guests or rooms. Work with housekeeping to communicate checkouts, stay-overs, sleepers, skips, rooms cleaned and rooms in need of maintenance. Cross train in all front desk shifts and other departments in the hotel; Train new hires in front desk functions. Night Audit shift requires daily reconciliation of transactions and preparing audit package for hotel Management approval. Comply with all OSHA standards. Provide special services for guests upon request. Assist in coordinating special events (i.e. holiday gatherings, bus tours, on-site, etc.). Performs other duties as assigned.

Qualifications

1-2 years in a previous customer service position preferred. Basic office skills (i.e. math, cash handling, computer skills, timekeeping, etc.). Must maintain a professional appearance in the provided uniform with a consistently friendly attitude toward guests and staff. Must be able to easily and frequently change from one task to another while operating a computer and/or switchboard and work with minimal supervision. Basic English communication (verbal and written) skills are required. May be required to work nights, weekends, and/or holidays.

Working Conditions

Because some hotels may be exterior corridor hotels, the physical environment may require the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. The position may come into contact with pets. The employee is required to use personal protective equipment to prevent exposure to hazardous chemicals/materials. Regularly scheduled hours may include nights, weekends, and holidays. Schedules vary based on business needs.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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