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Guest Services Representative

2 months ago

Louisville, Kentucky, United States Derby City Gaming Full time
POSITION SUMMARY

The Guest Services Representative is responsible for welcoming and registering guests, assigning accommodations, issuing room keys, and managing communications. This role involves maintaining accurate records of room occupancy and guest accounts, presenting bills, collecting payments from departing guests, handling reservations, and managing incoming calls.

Key Responsibilities
  • Welcoming and registering hotel guests, ensuring a smooth check-in process
  • Validating guest identification and confirming payment methods for stays
  • Issuing room keys and providing instructions to bell staff
  • Maintaining up-to-date records of room availability and guest accounts using computerized systems
  • Calculating bills and processing payments efficiently
  • Handling reservation requests and confirmations
  • Managing incoming calls and directing them to the appropriate departments
  • Responding to inquiries about hotel amenities, local attractions, and services
  • Notifying housekeeping when rooms are vacated and ready for cleaning
  • Coordinating with maintenance or housekeeping when guests report issues
  • Performing basic bookkeeping tasks, including cash account reconciliation
  • Documenting guest feedback or complaints and escalating to management as necessary
  • Carrying out additional duties as assigned
WORK ENVIRONMENT

The work environment is characterized by a fast-paced atmosphere with a high level of activity. Employees may encounter elevated noise levels and exposure to various environmental factors.

TOOLS AND EQUIPMENT
  • Telephone systems
  • Property Management Software