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Guest Services Representative

3 months ago

Fort Pierre, United States My Place Hotels Full time
My Place Hotel-is looking for motivated people to become part of our Guest Services team

The Guest Services Representative performs all front desk duties in accordance with the Company policies and procedures including assisting guests with inquiries and other needs during registration, stay and checkout.

Essential Duties and Responsibilities
  • Excellent guest service skills and treat co-workers with respect.
  • Greet guests and check them in and out using the property management system (PMS). Complete all necessary procedures for checking guests in and out, including guest registration folios. Record proper charges for each folio including room, taxes, My Store and ensure pet fees and procedures are administered per policy.
  • Be knowledgeable about the hotel and amenities. Know the location of attractions, restaurants, shopping, churches and answers complaints or concerns by the guests.
  • Operate the phone system using proper telephone etiquette, take and transfer calls as required, take messages accurately, always note time and dates, record and make guest wake-up calls.
  • Accurately count cash and make change for guests. Balance cash drawer and shift deposit. Know proper procedure for checking credit card authorizations and for obtaining proper approval.
  • Complete and organize paperwork for the entire day's business including Night Audit Checklist, cash logs and call logs along with any other miscellaneous paperwork.
  • Follow all safety and security procedures and report orally or in writing any potential safety or security hazards to the General Manager. Report unusual activity in the Front Desk Log.
  • Walk all floors of the hotel, stairwells and check outside doors to ensure they are secured and not propped open hourly looking for any safety or security issues. If two Night Auditors are scheduled at any time, one must always stay at the Front Desk for safety and security.
  • Check outside lighting each night and report any problems such as bulbs out on a maintenance request form.
  • Promote the Stay Rewarded Loyalty Program.
  • Know room rates, locations and furnishings of all rooms including ADA accessible rooms. Show prospective guest rooms. Know physical layout of building, both interior and exterior. Including utility shut-off locations.
  • Keep Front Desk Log current every hour and review the log of previous shifts at the beginning of each shift. Report any problems, orally or in writing concerning front desk, guest relations or maintenance to the General Manager on a daily basis.
  • Take reservations received over the telephone, through the computer, mail, fax and in person and accurately input all appropriate data into the property management system. Document confirmation/cancellation numbers on all reservations.
  • Stay current on all changes in hotel operations or policies by reading memos and attending meetings as required.
  • Lock and secure the front desk area at any time when required to leave the area. Carry portable phone for emergencies.
  • Keep all entrances and sidewalk areas free of snow and ice and utilize the Snow and Ice Log.
  • Deliver rollaway, cribs and additional guest supplies including towels and soap to guest rooms when requested.
  • Keep front desk area and lobby clean, stocked and orderly at all times by dusting, vacuuming, cleaning windows and doors, empty trash and wiping down high touch points with sanitizer to stop the spread of germs following the Always Clean Program.
  • Make coffee, stock and clean coffee bar.
  • Help secure guest's lodging by referrals when the hotel is full.
  • Record lost and found items immediately in Lost and Found Log and place them in proper storage area.
  • Issue master keys and key cards to housekeepers and maintenance employees as directed and record on log sheet and count keys daily.
  • Clean guest rooms when the hotel is full and there are vacant rooms which need to be cleaned or when hotel is short of housekeeping staff.
  • Complete laundry, pretreat as necessary, wash, dry, fold and store and keep laundry/housekeeping area clean.
Job Requirements
  • Basic computer skills including Microsoft Office.
  • Excellent written and spoken communication skills.
  • Excellent multi-tasking and organizational skills.
  • Must be dependable, professional, consistent and serious about the tasks at hand.
  • Excellent attention to detail.

If you want to join a fun working environment with advancement opportunities, then make My Place, your place