Guest Services Representative

4 weeks ago


New York, New York, United States Concord Hospitality Full time

Job Summary: The Guest Services Representative is responsible for taking phone calls, reservations, checking guests in and out, and accommodating guest requests in a pleasant, professional and efficient manner.

Essential Job Duties:

  • Practices life safety & security practices in accordance with Franchisor standards.
  • Counts out cash box and bank drawer at beginning of shift.
  • Registers guests in a timely and efficient manner and assigns rooms.
  • Maintains a working knowledge of rate structure and marketing programs, and up-sells whenever possible.
  • Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel.
  • Transmits and receives messages using equipment such as computer, telephone, fax and switchboard.
  • Maintains accurate record of room inventory at all times.
  • Computes bill, collects payment, and makes change for guests.
  • Makes, modifies and cancels reservations for guests as required.
  • Posts incidental charges to guest accounts.
  • Balances credit card vouchers to Computer totals.
  • Keeps track of change bank and balances Front Desk to Computer totals at the end of each shift.
  • Encodes key cards for guests.
  • Performs all procedures as outlined by the franchisor's standards manual.
  • Performs incidental cleaning as needed, i.e., stripping beds and removing trash.
  • Coordinates preparation and presentation of breakfast bars where applicable.
  • Communicates issues, concerns, complaints, compliments, and suggestions to the management of the organization and not to other associates, guests, etc.
  • Supports the Best Western Mission Statement, Vision Statement, philosophy, policies and procedures.
  • Does whatever it takes to create OUTRAGEOUS GUEST SERVICE.


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