Guest Services Representative

2 weeks 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 the Front Desk operations. This position is responsible for handling guest registrations, processing reservations, generating daily reports, reconciling transactions, and ensuring security protocols are followed during shifts.


KEY RESPONSIBILITIES:

  • Engage with guests and colleagues in a welcoming and service-focused manner.
  • Adhere to attendance policies in line with company standards, adjusting to the hotel’s operational needs.
  • Uphold exemplary personal grooming and appearance, including wearing the designated uniform and name tag.
  • Conduct necessary audits for Food and Beverage services.
  • Complete the Night Audit checklist for daily computer operations.
  • Reconcile daily financial activities, including revenue from various services.
  • Manage cashiering duties according to Front Office protocols.
  • Oversee all Front Office tasks during the night shift.
  • Ensure regular security checks are conducted throughout the property.
  • Address and resolve guest inquiries and requests throughout the night.
  • Maintain accurate record-keeping as per company standards.
  • Prepare and submit direct billing for review by the Property Accountant.
  • Possess a solid understanding of security measures.
  • Compile and share the Daily Flash Report as necessary.
  • Manage the transfer of master or house accounts as needed.
  • Distribute relevant work materials as per standard operating procedures.
  • Assist in training new Front Desk Representatives as required.
  • Organize daily newspaper deliveries and manage Express Check-Out processes.
  • Ensure nightly inspections include the removal of room service items and tidying of common areas.
  • Complete additional tasks as assigned by management.
  • Operate the telephone switchboard effectively, meeting all performance standards.
  • Be knowledgeable about emergency procedures and protocols.
  • Facilitate guest check-ins and check-outs with efficiency and courtesy.
  • Be proficient in using the Front Desk computer systems.
  • Communicate effectively with colleagues using proper radio etiquette.
  • Stay informed about hotel amenities, local attractions, and events.
  • Perform other duties as needed, including assisting colleagues in various hotel areas and maintaining cleanliness and safety standards.
  • Be familiar with breakfast operations and assist as needed.

QUALIFICATIONS:

  • A minimum of 1 year of relevant experience in hospitality or a related field.
  • High School diploma or equivalent is required.
  • Ability to work independently with minimal supervision.
  • Strong problem-solving skills to address guest concerns and emergency situations.
  • Proficiency in Windows operating systems and standard office software.
  • Ability to perform well in high-pressure environments.
  • Understanding of financial information and basic math skills.
  • Capacity to work effectively in a self-managed setting.
  • Excellent listening skills to understand and clarify guest and coworker concerns.
  • Maintain composure and professionalism under pressure.

Physical Requirements:
To successfully perform this role, candidates must be able to stand and walk for a significant portion of their workday. Lifting and carrying items up to 45 lbs. may be necessary, along with bending and stooping. The work environment is indoors and well-ventilated.


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 that may be required. Employees may be asked to perform tasks outside of their usual 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.



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