Guest Services Representative

This is a part time position for Guest Services Representative. Shifts are 7am - 3pm or 3pm - 11pm. Weekend work is required.

ESSENTIAL FUNCTIONS:

1. 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.
2. Process check-out in the most efficient manner possible, following all established procedures and policies. Print out receipt if the guest requests a copy.
3. Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately and in compliance with standard procedures.
4. 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 complete
5. Pre-register groups that have requested pre-registration. Have group check-in documents ready and set asid
6. Record messages and receive mail for arriving, and in-house, guests. Ensure that message lights are turned on and off as necessary.
7. Coordinate with Housekeeping on room statuses frequently during the day transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeepin
8. Coordinate with Maintenance on any guest reported or observed problems.
9. 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.
10. Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability.
11. 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.
12. Post any other charges incurred by guests during your shift using standard procedures.
13. Check in arriving guests in the most efficient manner possible, following all established procedures and policies. Drive brand loyalty enrollment by asking non-members to enroll at check-in.
14. Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them.
15. File reg. card in bucket as guests check in. Be mindful of room changes and move card to new slot when necessary.
16. 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.
17. Send and receive faxes as needed.
18. Compare credit card authorization forms to reservations for accuracy. Make sure the card on the reservation matches the card on the authorization form.
19. Constantly update Quore with housekeeping requests, work orders, guest complaints, communication items and any other pertinent information.
20. Handle guest complaints efficiently and courteously. Listen carefully to the guest’s problem. If possible, take immediate personal responsibility to correct the problem. Utilize all service recovery options including reward points, gift cards or 100% refunds/100% guarantee. 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.
21. Know where to find all necessary paperwork.
22. Know where to get any items guests may need for their stay (e.g. towels, shampoo, soap, etc.).
23. Always maintain fresh coffee in the lobby.
24. Maintain a clean working environment, including the lobby (e.g. dust, vacuum, stock, etc.).
25. Complete the checklist fully before end of the shift.
26. Always be in complete uniform.

In order to be successful in the Guest Services role, individuals should posses the following:

1. Want and ability to serve others to provide a seamless and enjoyable guest experience and mitigate guest complaints to help find a solution for the guest.

2. Basic knowledge and understanding of using windows based computers, internet and other Microsoft applications as this position is heavily reliant on a web based property management system.

3. Ability to work with different types of people as we serve guests from all over the country and the world!

4. Ability to prioritize tasks and manage time to stay efficient and not be easily overwhelmed in high pressure situations.

5. Prior hotel experience is not required but is a huge plus. Prior IHG/Holiday Inn experience is even better!