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Guest Service Representative

Posted May 7, 2022

Econo Lodge Louisville Downtown
Louisville, KY
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About This Job

Position: Guest Service Representative

Reports To:  Guest Service Manager

Requirements: High School diploma or higher level education or 1 year of hotel front office experience

What you will be doing

General Responsibilities

  • Proper completion of all front office duties.

  • Perform, as directed, the activities of the front desk, reservations, guest services, and telephone areas.

  • Ensure the proper appearance of the lobby and all public areas, including the complementary breakfast area.

Primary Functions:

  1. Revenue:

    • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy.

    • Rates: Aggressively and effectively manage and continuously update rates as per SOHUM training and standards.

    • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

  2. Profit:

    • Effectively support the Front Office Manager (FOM/GSM) control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies.

  3. Quality:

    • Guest Service: Ensure that the hotel meets/exceeds SOHUM and Brand standards for guest satisfaction.

  4. Leadership:

    • Leading: Motivate and support Front office team members, and be accountable for set goals.

    • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to SOHUM’s Standard Operating Procedures.

Specific Responsibilities:

  • Send a daily end of the shift activity and accomplishment email to the Front Office Manager (Guest Service Manager) (FOM/GSM) and a copy to the General Manager.

  • Be proficient on the use of the property management system.

  • Have a good understanding of all hotel operating procedures.

  • Comply with all existing and new front office and breakfast area policies and procedures.

  • Comply with and honor the front office staff work schedules.

  • Monitor the front office communications log.

  • Read and initial the front office log on shift start and make appropriate entries at end of shift.

  • Observe the SOHUM appearance and dress code/uniform policy.

  • Attend weekly departmental meetings.

  • Be proficient on the use of all front office equipment such as credit card machine, copier and fax.

  • Inform the FOM (GSM) of any unique situations, or unusual developments in front office operations.

  • Handle guest complaints effectively.

  • Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.

  • Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals.

  • Process, as assigned. reservations received from sales office and other hotel departments.

  • Have complete knowledge of room types and offered rate plans.

  • Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.

  • Process, as assigned, cancellations and modifications to reservations.

  • Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

    Optimum Attributes:

  • Effective Communication skills

  • Pleasing personality

  • Good team player

  • Good listener

  • Well groomed and professional appearance.

  • Open with praise, discrete with criticism.

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About this Employer

Econo Lodge Louisville Downtown

401 South 2nd Street
Louisville, KY 40202

(502) 583-2841

98 Room Hotel

Our Hotel

The Econo Lodge® Downtown hotel near the Kentucky Fair, KFC Yum! Center & Exposition Center provides an experience that simplifies travel in Louisville, KY.

Stroll along the stunning waterfront or explore culinary delights during your getaway. Guests can do it all with ease because our discount hotel in Louisville is near a variety of popular attractions like:

  • Churchill Downs
  • University of Louisville
  • Kentucky International Convention Center
  • Louisville Zoo
  • Kentucky Kingdom

Guests don’t need to sacrifice key amenities when they're trying to be economical. We are located off of Interstates 64, 65 and 71, in the heart of downtown and less than five miles from the Louisville International Airport. As soon as they arrive, guests are invited to take advantage of amenities like:

  • Free Easy Starts® breakfast
  • Free WiFi
  • Fitness center