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Guest Services Representative

3 months ago

Louisville, Kentucky, United States Bunkhouse Full time

Overview:
In a dynamic hospitality environment, it is essential to adapt to varying operational demands and exceed guest expectations. This role may require undertaking a variety of tasks beyond the primary responsibilities outlined. Employee duties and job descriptions are subject to ongoing evaluation and modification.

About Bunkhouse:
Bunkhouse was established in 2006 to manage a diverse collection of hotels and coffee locations. We pride ourselves on crafting unforgettable experiences that go beyond just providing comfortable accommodations and excellent coffee. Our dedication to design, meticulous attention to detail, and commitment to fostering genuine culture have secured a special place for our properties in the hearts of our visitors. We are deeply rooted in our communities and strive to create a strong sense of place in all our endeavors.

Qualifications:

  • High School diploma or equivalent (GED); a college degree is preferred.
  • Minimum of six months of relevant experience in the hospitality or service sector.
  • Proficiency in the primary language(s) of the workplace, including reading, writing, and speaking.
  • Ability to comprehend and interpret safety regulations, operational instructions, and procedural manuals.
  • Competence in drafting routine reports and correspondence.
  • Effective communication skills for addressing groups of colleagues and staff from affiliated properties.
  • Familiarity with document creation in Excel and Word.
  • Understanding of various computer applications, including Property Management Systems.
  • Basic mathematical skills, including addition, subtraction, multiplication, division, and algebra with whole numbers, fractions, and decimals.
Key Responsibilities:
  • Adhere to all operational standards, policies, procedures, training materials, and verbal instructions.
  • Complete all items on the shift checklist.
  • Confidently and professionally check in and out hotel guests.
  • Accurately and efficiently handle hotel reservations.
  • Assist in the planning and execution of special projects.
  • Respond promptly to guest feedback and concerns, escalating issues to supervisors as necessary.
  • Foster positive relationships with guests and colleagues.
  • Answer all incoming calls courteously and professionally.
  • Maintain a detailed log of guest inquiries and complaints, ensuring resolution.
  • Open, secure, and balance shift banks, verifying all cash, credit card, and room charge transactions.
  • Ensure accuracy in all accounting and billing processes.
  • Possess comprehensive knowledge of hotel availability, current rates, and special events.
  • Issue safety deposit boxes to guests upon request.
  • Maintain extensive knowledge of local dining, events, attractions, and directions.
  • Ensure effective communication with all departments and management through emails, logs, and meetings.
  • Uphold a high standard of cleanliness and safety in the work environment.
  • Ensure all equipment is in safe and proper working condition.
  • Maintain heightened awareness of safety issues throughout the property.
  • Stay informed about safety protocols and emergency procedures.
  • Participate in relevant meetings.
Education and Experience:
  • High School diploma or equivalent (GED).
  • Six months of experience in the hospitality or service industry.
Policy and Service Commitment:
  • Adhere to all company loss prevention policies.
Physical Requirements:
  • Ability to perform essential functions consistently and safely, in compliance with ADA, FMLA, and other applicable standards.
  • Maintain regular and punctual attendance.
  • Capable of lifting and carrying up to 50 lbs.
  • Ability to sit, stand, and squat frequently.