Guest Services Representative

1. All Wilson Representatives are responsible for taking care of people – first. People come before processes. We have the highest professional standards during all communications with our guests.
2. Our mission is clear and elegant and serves as the focal point for all we do – providing for comprehensive excellence in all facets of professional property management. As a service organization, we take care of people.
3. Our Core Values define “what we stand for” and “what we won’t stand for.” They include Kindness, Excellent Attitude, Focus, Clean-Clean, and Efficiency.
4. Greet all customers who approach the Front Desk in a smiling, friendly manner. Use the “10-foot rule” and greet all guests that pass by front desk.
5. Process check-out in the most efficient manner possible, following all established procedures and policies. Print out receipt if the guest requests a copy.
6. Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately and in compliance with standard procedures.
7. Review arriving reservations for the day early in the shift checking for special requests, VIP’s, etc.; preassign rooms as necessary. Verify with housekeeping that special requests were completed.
8. Pre-register groups that have requested pre-registration. Have group check-in documents ready and set aside.
9. Record messages and receive mail for arriving, and in-house, guests. Ensure that message lights are turned on and off as necessary.
10. Coordinate with Housekeeping on room statuses frequently during the day transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeeping.
11. Coordinate with Maintenance on any guest reported or observed problems. Transfer to proper extension, if necessary.
12. Answer the telephone efficiently and pleasantly within three rings and with correct phrasing. Determine nature of call and transfer to the proper extension, if necessary.
13. Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability.
14. Check all guest folios during each shift for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to pay their account.
15. Check all guest folios during each shift for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to pay their account.
16. Check all guest folios during each shift for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to pay their account.
17. Check in arriving guests in the most efficient manner possible, following all established procedures and policies. Drive Hilton Honors enrollment by asking non-members to enroll at check-in.
18. Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them.
19. File reg. card in bucket as guests check in. Be mindful of room changes and move card to new slot when necessary.
20. Compare departures list with the reg. card bucket at the beginning of the PM Shift, or when housekeeping is finished for the day and pull out all the departed guests’ reg. cards.
21. Send and receive faxes as needed.
22. Compare credit card authorization forms to reservations for accuracy. Make sure the card on the reservation matches the card on the authorization form.
23. Complete the Housekeeping Log with any important notices (e.g. room changes, guest requests, early check-ins, etc.). Accuracy is very important.
24. Handle guest complaints efficiently and courteously. Listen carefully to the guest’s problem. If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken. Know how to implement 100% guarantee and gift cards.
25. Know where to find all necessary paperwork.
26. Know where to get any items guests may need for their stay (e.g. towels, shampoo, soap, etc.).
27. Always maintain fresh coffee in the lobby.
28. Maintain a clean working environment, including the lobby (e.g. dust, vacuum, stock, etc.).
29. Complete the checklist fully before end of the shift.
30. Always be in complete uniform.

Educational Skills

Type of Education: H.S. Diploma

Level of Education: 12

Job Experience

Apprenticeship Program: none

Level of Experience: some customer service

Communication Skills

Speak English

Read English

Write English

Business Mechanical Skills

Calculator

Phone System

Computer Literate

Copier

Fax

Normal Work Position

Standing and walking 100% of the time

Lifting Bending

Minimum Weight Employee must be able to lift:

50 pounds

Working Conditions

Work alone and with others