Hospitality Service Representative
1 week ago
Objective: To deliver exceptional service in a courteous, professional, and efficient manner, primarily focusing on the check-in and check-out processes, thereby enhancing the overall guest experience.
Key Responsibilities:
- Welcome, register, and allocate rooms to guests. Provide room keys and escort instructions to the Bell staff or directly to guests as needed, ensuring privacy regarding room numbers.
- Respond to inquiries related to hotel amenities, guest registration, and local shopping, dining, entertainment, and travel guidance.
- Maintain accurate records of room availability and guest accounts. Handle reservations for guests, including making, confirming, and canceling as necessary.
- Calculate bills, collect payments, and provide change to guests. May record charges for room, food, beverages, or phone calls manually or electronically.
- Date-stamp, categorize, and organize incoming mail and messages. Use communication tools such as telephones, faxes, and switchboards to transmit and receive messages.
- Understand and uphold the hotel’s credit policies. Ensure accountability for all cash transactions and make deposits in line with hotel and corporate policies.
- Proactively greet guests in a friendly and welcoming manner.
- If in a leadership role: (a) oversee assigned staff in the absence of the Supervisor, (b) delegate tasks, and ensure proper execution of duties by assigned personnel.
- May assist guests with restaurant, transportation, or entertainment bookings; may secure guests' valuables in hotel safes or safety deposit boxes; may arrange complimentary items for special guests.
Additional duties as assigned.
Required Skills:
- Communicate clearly and listen attentively.
- Utilize personal judgment and specialized knowledge to provide information effectively.
- Engage well with a diverse range of individuals.
- Adapt quickly and frequently shift between various tasks such as typing, interviewing, and using a directory or telephone.
- Operate a switchboard or computer keyboard with precision using eyes, hands, and fingers.
Qualifications:
Education:
High School Diploma or equivalent.
Experience:
At least 3 months of experience in hospitality, general office work, accounts receivable, or customer service.
Licenses/Certifications:
Not applicable.
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