Guest Service Representative
4 weeks ago
The Guest Service Representative is responsible for providing exceptional customer service to hotel guests. This includes responding to guest requests, predicting and meeting their needs, and providing information and services at the front desk.
Duties and Responsibilities- Answer incoming telephone calls professionally and follow hotel and brand standards for phone etiquette.
- Provide excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
- Make reservations or modify reservations as needed.
- Follow hotel and brand standards related to guest interactions and reward programs.
- Coordinate check-in and check-out procedures with multiple guests in line in a courteous and efficient manner.
- Maintain guest privacy and safety by not sharing information about guests with unauthorized individuals.
- Document information regarding guest or room information in the front desk notebook for future shifts.
- Assist sales team with pre-registration and blocking of rooms for groups.
- Adhere to proper credit, check cashing, and cash-handling policies and procedures.
- Track room status to ensure guests are assigned to vacant ready rooms.
- Share correct information regarding rooms, amenities, and hotel rules.
- Use suggestive selling techniques to sell rooms and promote other hotel services.
- Coordinate room status updates with the housekeeping department.
- Process mail, packages, and message handling with care.
- Attend department meetings.
- Communicate with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
- Follow all safety and emergency procedures.
- Hotel Guest Services Experience Preferred
- Customer Service Experience Required
- Ability to reason and make appropriate decisions in response to guest concerns
All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.
- RESPECTFUL
- ADAPTIVE
- SERVICE
- ACCOUNTABLE
- UNIFIED
- DEDICATED
- Guest Satisfaction
- Strong Communicator/Listener
- Problem Solver
- Friendliness/Helpfulness
- Coachability
- Prolonged periods of standing at the hotel guest services desk
- Frequent walking
- Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
- Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
- Vision - must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
- Frequent lifting, carrying, pushing and pulling up to 15 lbs.
- Occasional lifting, carrying, pushing or pulling up to 25 lbs.
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