Guest Service Representative

The ideal candidate for this position :

We are looking for a fun, customer oriented, and personable candidate to join our guest service team. This candidate is responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner. Assisting guest with making reservations, checking guest in and out of the hotel, answering questions about the hotel and handling any concerns during their stay. As part of this job, this individual is required to: demonstrate good computer skills; accurately handle cash and charges; present a friendly, outgoing, energetic and guest service oriented demeanor. Experience a plus, but not required.

DUTIES & RESPONSIBILITIES:

Provide Customer Service to guests in an intelligent and professional manner

Run shift reports/journals from Front Office Systems

Prepare daily arrivals/departure reports with a strong focus on guest requests.

Makes corrections and adjustments and handles all computer problems that might occur throughout the shift

Reviews and corrects discrepancies in the Front Desk System

Ensures complete guest satisfaction

Completes Guest registration process

Must be familiar with computer systems for Guest reservation information processing

Must verify and imprint Guest credit cards for authorization

Must be well versed in cash handling and accurately balance house bank

Assigns guests rooms based upon preferences and availability

Drives the Revenue Management process by selling rooms at various rates

Handles Guest issues and concerns in a tactful manner and works to achieve a satisfactory resolution

Answers questions in regards to hotel facilities and services

Answers the telephone and books reservations

Answers Guest inquiries for local directions/events

Recommends local area restaurants, points of interest, or needs for transportation

Maintains cleanliness of front desk, lobby, and back office

Follows up promptly with Guest check-ins, complaints, and other requests

Interacts in a professional manner with other departments and employees to ensure a good working relationship and hospitable atmosphere for Guests

Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity

Participates in Hotel Safety Committee

Ensures the Quality Standards for the hotel brand and Summit Hospitality Group are maintained for Property, Product, and People

Duties are subject to change and additional duties may be assigned as needed

Assists with setting up meeting rooms