Hotel Guest Service Representative
5 days ago
**Job Summary:**
As the face of Libertytrusthotel, the Front Desk Associate position is a service-oriented role that requires outstanding interpersonal communication skills and friendly professionalism. This position has cash control responsibilities and is responsible for taking reservations, checking guests in and out of rooms, directing calls, answering guests' questions and concerns, etc.
**Key Responsibilities:**
• Answer phones, including taking reservations and directing calls as needed.
• Welcome guests upon arrival and serve as the primary point of contact between guests and the hotel.
• Check-in and register guests, including collecting contact information and confirming their dates of stay, and making sure they are assigned to an appropriate room and given keys.
• Check guests out, making sure that payments are captured correctly.
• Confirm that all credits issued are correct and note the reason.
• Monitor the Property Management System for errors and discrepancies and correct as needed.
• Monitor cancellations in the past 24 hours, confirm all cancellation policies were followed, and note discrepancies.
• Monitor new bookings in the past 24 hours, read all comments, and note any anomalies.
• Assign rooms, prepare keys, and print registration cards as needed.
• Note any special requests for arriving guests and ensure oversight of execution.
• Review each guest record of in-house guests for any notes, discrepancies, etc.
• Accommodate guest requests as appropriate and whenever possible.
• Respond to guest concerns in a timely and professional manner.
• Assist guests with local information, restaurant recommendations, directions, and other concierge services.
• Communicate with housekeeping staff promptly on the status of guest rooms.
• Upsell guest rooms and promote hotel services.
• Ensure the cash drawer is balanced at the beginning and end of each shift.
• Maintain and execute sanitation schedules for keys, pens, workstations, and lobby touchpoints.
• Perform other duties as assigned.
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