Greeting and welcoming guests to the hotel, ensuring their comfort, and managing check-in and check-out processes are the core duties of the Guest Service Representative. This role involves providing consistent, efficient, and courteous service in accordance with company policies.
Responsibilities
Offer courteous and sincere hospitality at all times, understanding good guest service
Answer questions about the hotel and community, including local attractions, restaurants, and shopping
Address guest complaints or concerns
Immediately report any potential safety or security hazards to the immediate supervisor
Greet guests and check them in and out using the computerized property management system
Complete all necessary paperwork for checking guests in and out, including registration information and room charges
Promote all Company/Brand loyalty programs
Handle cash, accurately count it, and make change for guests
Know the procedure for obtaining proper credit card authorizations
Operate the switchboard using proper telephone etiquette, taking and transferring calls, and taking accurate messages with time and date
Record and make guest wake-up calls
Operate a TDD (Telecommunications Device for the Deaf)
Follow all emergency procedures and know how to respond to different types of emergencies, including notifying and assisting guests in evacuating the hotel
Know room rates, locations, and furnishings of all rooms
Know the physical make-up and layout of the building, both interior and exterior
Review and record the activities of your shift in the front desk log
Balance the cash drawer and shift deposit, completing all necessary paperwork
Report any problems concerning the front desk, guest relations, and maintenance to the immediate supervisor daily
Take reservations and cancellations received over the telephone, through the front desk computer, mail, fax, and in person, accurately inputting data in the property management system
Be aware of any changes in hotel operations and policies
Lock and secure the front desk area when required to leave, using a portable telephone for guest needs and potential emergencies
Keep all entrances and sidewalk areas reasonably free of snow and ice
Check outside lighting each night and report any problems on a maintenance request form
Deliver rollaways, cribs, and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested
Follow procedures for handling disorderly conduct in guest rooms and public areas of the hotel
Keep the front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash, etc.)
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Make coffee; supply and clean the coffee bar/great room area
Restock and clean the pantry/suite shop if available as a guest amenity
Help secure guest lodging with referrals when the hotel is full
Keep all areas of the front desk area supplied with necessary items and report needed supplies to the immediate supervisor
Record lost and found items and place them in the proper storage area
Clean guest rooms when the hotel is full and a vacant room needs to be cleaned to be sold, or when the hotel is short of housekeeping staff
Comply with BBP, OSHA, and Hazcomm 2012 standards
Know the potential hazards of any chemicals used and the proper personal protective equipment required
Use personal protective equipment as directed by Safety Data Sheets
Complete any correspondence concerning front desk matters (reservations, confirmations, sales letters, direct bills, accidents, etc.)
Maintain all records and files used at the front desk in hotel operations or required by management (occupancy percentages, room attendant sheets, reservation records, billing statements, tracking sheets, guest messages etc.)
Perform any additional duties that may be assigned by immediate supervisor
Complete all ongoing required trainings and certifications, and trainings suggested by the General Manager or Brand Standards
Requirements
Ability to speak and understand the English language
Customer service experience: 2 years (Preferred)
Ability to stand, walk, use hands to finger, handle or feel; and reach with hands and arms heights up to 72 inches
Ability to frequently walk up and down stairs, bend to the floor, lift, push and pull weights up to 50 pounds
Ability to push a stocked housekeeping cart weighing approximately 200 lbs and reach items on the top of the cart (approx. 48 inches from the floor) and the lowest shelf (approx. 6 inches from the floor)
Ability to perform repetitive pushing and pulling with hands, arms, elbows, and shoulders for scrubbing
Ability to perform extensive bending, stooping and kneeling for scrubbing
Ability to frequently lift, shovel, and move snow weights up to 20 pounds
Shift availability: Night Shift (Required)
Benefits
Employee discount
Paid time off
Important Details
Reports to: Assistant General Manager or Guest Service Manager; in their absence, the General Manager; in their absence, the Regional Manager
About the Company
The company performs all Guest Service Representative duties in accordance with its policies and procedures.
At Holiday Inn Express & Suites, we’re committed to providing smart, comfortable stays with exceptional service.
