Guest Services Representative

2 weeks ago


Rancho Cordova, California, United States Fairfield Inn & Suites Rancho Cordova Full time

Job Type

Full-time, Part-time

POSITION SUMMARY:

The Front Desk Associate/Night Audit plays a crucial role in ensuring a seamless experience for our hotel guests. This position is responsible for managing guest requests and transactions while collaborating with various departments to deliver exceptional service.

KEY RESPONSIBILITIES:

  1. Facilitate the check-in and check-out processes for guests, ensuring a smooth experience.
  2. Process valet and miscellaneous charges to guest accounts accurately.
  3. Implement hotel payment policies effectively.
  4. Manage the hotel phone system, transferring calls and taking messages for guests and staff.
  5. Handle guest reservations, including modifications and cancellations, while noting special requests.
  6. Assist in verifying and balancing the hotel’s room availability to maximize revenue.
  7. Coordinate with other departments to accommodate special guest requests.
  8. Provide information about hotel facilities and services during check-in.
  9. Maintain a friendly and welcoming demeanor in all guest interactions, both in person and over the phone.
  10. Utilize the L.E.A.R.N Model for addressing guest recovery incidents.
  11. Respond to guest inquiries regarding local area amenities.
  12. Manage cash transactions during shifts responsibly.
  13. Adhere to hotel cash handling procedures diligently.
  14. Ensure the security of hotel keys and manage key control effectively.
  15. Administer guest safe deposit boxes with care.
  16. Complete maintenance work orders promptly and deliver them to the appropriate personnel.
  17. Be knowledgeable about all hotel emergency procedures.
  18. Follow all safety guidelines and hotel quality assurance standards.
  19. Log and store lost and found items appropriately.
  20. Assist housekeeping by notifying them of vacant dirty rooms.
  21. Update room status as informed by housekeeping.
  22. Communicate clearly and effectively.
  23. Distribute mail to guest boxes and hotel staff.
  24. Report any issues with front desk supplies or equipment to management.
  25. Maintain an inventory of special guest service items.
  26. Track the status of guest rooms used for tours and those under maintenance.
  27. Notify housekeeping and maintenance of any reported issues.
  28. Carry out reasonable requests from management as needed.

NOTE:

This job description is intended to provide a general overview of the position and is not exhaustive. Responsibilities may evolve over time, and employees may be required to perform additional tasks as necessary.

PHYSICAL REQUIREMENTS:

The role may involve frequent bending, lifting, carrying, twisting, pushing, pulling, reaching, kneeling, and prolonged periods of standing and/or walking. Candidates must be able to lift, push, and pull a minimum of 50 pounds. Training will be provided to ensure all functions are performed within safety guidelines.



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