Guest Service Representative

ENERGY AND DRIVE :

Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks. Strives to exceed expectations and goals. ESSENTIAL RESPONSIBILITIES :

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and / or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management

OTHER RESPONSIBILITIES :

SUPERVISORY DUTIES : None

COMPETENCIES

STRATEGIC SKILLS :

OPERATING SKILLS :

COURAGE :

Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges

PERSONAL AND INTERPERSONAL SKILLS :

KNOWLEDGE / SKILLS :

ABILITIES :

90% of shift is standing, Bending / kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

EDUCATION / FORMAL TRAINING :

High School diploma or equivalent

EXPERIENCE : None required

MATERIAL / EQUIPMENT USED :

Standard office equipment including but not limited to : telephone, copier, cash register, PC, fax machine, and PBX machine.

ENVIRONMENT :

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%