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Guest Services Representative

2 months ago

Dry Ridge, Kentucky, United States Holiday Inn Express Dry Ridge Full time
Job Overview

Objective:
The Guest Services Representative plays a crucial role in managing all activities related to the front desk. This position oversees the front desk operations during various shifts, ensuring a seamless experience for all guests. Key responsibilities include guest registration, reservation management, daily reporting, transaction balancing, and conducting security inspections.


KEY RESPONSIBILITIES:

  • Engage with guests and colleagues in a warm and service-oriented manner.
  • Adhere to attendance policies in line with company standards, with schedules that may vary based on hotel needs.
  • Uphold high standards of personal grooming and appearance, including wearing the designated uniform and name tag.
  • Generate necessary reports for Food and Beverage audits.
  • Complete the Night Audit checklist for daily computer procedures.
  • Balance daily operations, including revenue from various services.
  • Manage cashiering duties according to Front Office protocols.
  • Execute all Front Office tasks during the night shift.
  • Ensure periodic checks are conducted to secure all areas of the property.
  • Address and follow up on all guest requests during the night shift.
  • Maintain accurate record-keeping in accordance with company standards.
  • Prepare and submit direct bills to the Property Accountant.
  • Possess a working knowledge of security protocols.
  • Compile and distribute the Daily Flash Report as necessary.
  • Transfer master or house accounts as required.
  • Distribute work-related documents as per standard operating procedures.
  • Assist in training new Guest Services Representatives as needed.
  • Coordinate the delivery of newspapers and Express Check-Outs.
  • Ensure that nightly inspections include the removal of room service trays and tidying of common areas.
  • Complete miscellaneous tasks as assigned by management.
  • Maintain the proper operation of the telephone switchboard, meeting all performance standards.
  • Be knowledgeable about and assist in emergency procedures as necessary.
  • Facilitate check-ins and check-outs with efficiency and courtesy.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Utilize proper communication etiquette when interacting with team members.
  • Stay informed about property amenities, special events, and local attractions.
  • Perform additional duties as assigned, including supporting colleagues in other hotel areas and maintaining cleanliness and safety.
  • Be familiar with breakfast operations and standards, ready to assist when needed.

QUALIFICATIONS:

  • A minimum of 1 year of relevant experience in a hotel or similar environment.
  • High School diploma or equivalent is required.
  • Ability to work independently with minimal supervision.
  • Strong problem-solving skills to address guest issues and respond to emergencies.
  • Proficiency in Windows operating systems and standard office software.
  • Ability to perform well in high-pressure situations.
  • Competence in understanding financial information and basic arithmetic.
  • Ability to work effectively in a self-managed environment.
  • Excellent listening skills to understand and clarify concerns raised by guests and colleagues.
  • Maintain composure and professionalism under pressure.

Physical Requirements:
The role requires the ability to stand and walk for approximately 50% of the workday. Occasional lifting and carrying of items up to 45 lbs. may be necessary, along with bending and stooping. The work environment is indoors in a well-ventilated area.


Disclaimer:
This job description outlines the general nature and level of work, knowledge, skills, abilities, and essential functions expected of individuals in this position. It is not intended to be an exhaustive list of all activities, duties, or responsibilities required. Employees may be asked to perform tasks outside of their normal job responsibilities as needed.


EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.