Guest Services Representative

1 week ago


Louisville, Kentucky, United States Derby City Gaming Full time
Position Overview

The Guest Services Representative is responsible for welcoming and accommodating guests, managing room assignments, issuing keys, and handling communications. This role involves maintaining accurate records of room occupancy and guest accounts, presenting bills, collecting payments from departing visitors, and facilitating reservations. The representative also answers phone inquiries and connects callers to the appropriate departments, while gathering guest information for promotional purposes.

Key Responsibilities
  • Welcoming, registering, and assigning accommodations to guests
  • Validating guest identification and confirming payment methods for stays
  • Issuing room keys and providing instructions to bell staff
  • Maintaining electronic records of room availability and guest accounts
  • Calculating bills and processing payments using the Property Management System
  • Handling reservation requests and confirmations
  • Responding to phone inquiries and directing calls as necessary
  • Providing information about hotel amenities, local attractions, dining, and entertainment options
  • Notifying housekeeping when rooms are ready for cleaning
  • Coordinating with maintenance or housekeeping when issues arise
  • Conducting basic bookkeeping tasks, including cash account reconciliation
  • Documenting guest feedback or complaints and escalating to management when required
  • Carrying out additional duties as assigned
Work Environment

The characteristics of the work environment described here are typical for individuals performing the essential functions of this position, with or without reasonable accommodations.

This role operates in a dynamic environment with a high level of activity and noise. Employees may be exposed to secondhand smoke, fumes, or airborne particles.

Equipment Utilized
  • Telephone systems
  • Property Management Software


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