Guest Services Representative

2 weeks ago

Marina, United States Holiday Inn Express Full time
JOB PURPOSE:

Represents the Hotel to guests throughout all stages of the guest stay. Greet, assist and resolve guest matters with the utmost professional, courteous and efficient manner. Must be sales minded. Presents options and alternatives to guests and offers assistance in making choices. This position reports to the GM. Work hours vary from 7am-3pm or 3pm-11pm or 11pm-7am

ESSENTIAL JOB FUNCTIONS:
  • Maintain confidentiality of any and all proprietary information at all times.
  • Follow all Company Policies and be on time to work, as scheduled.
  • Meet with supervisor to review assignments, anticipate business levels, changes and other information pertinent to the job performance.
  • Ensure Outstanding customer care at all times.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Check in/out guests, including assigning guest's rooms and accommodating special requests whenever possible.
  • Provides orientations of the Hotel.
  • Assists in preregistration and blocking of rooms for reservations.
  • Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available, and room rates.
  • Knows how to use front office equipment.
  • Process guest check-outs.
  • Follows procedures for issuing and closing safe deposit boxes used by guests.
  • Works closely with the housekeeping department in the keeping room status reports up to date
  • (check outs, late checkouts, early check-ins, special requests, and day use rooms), and coordinates
  • requests for maintenance and repair work.
  • Uses proper telephone etiquette.
  • Performs cashiering tasks, such as bill/invoice settlement, posting charges to the guest, paid out's,
  • etc.
  • Reports any unusual occurrences or requests to the manager or assistant manager.
  • Maintains the cleanliness and neatness of the front desk area.
  • Understand that business demands sometimes make it necessary to move employees from their
  • accustomed shift to other shifts.
  • Perform any other duties as and when assigned by management.
QUALIFICATIONS & SKILLS:

Essential:
  • High School Graduate or equivalent work-related experience.
  • 1-year experience in similar position, preferably in the hospitality environment.
  • Display a competent level of computer literacy.
  • Must possess initiative, excellent guest service and decision making skills.
  • Ability to type at least 40 words per minute.
  • Ability to compute basic mathematical calculations.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times.
  • Ability to work well under pressure coordinating multiple requests at any given time.
  • Ability to work cohesively with other departments and co-workers as part of a team.
  • Flexibility in schedule.
  • Ability to schedule various services for individuals.
  • Ability to perform job functions with minimal supervision.
  • Ability to relay instructions and ask for help.

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