Guest Service Representative

Role and Responsibilities

• Accommodate guests by registering and assigning rooms, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments.
• Making Owner reservations.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
• Arrange tours, taxis, or restaurant reservations for customers.
• Provide bills, collect payments, and make changes for guests.
• Contact housekeeping or maintenance staff when guests report problems.
• Greet, register, and assign rooms to guests of hotels or motels. Make and confirm reservations.
• Post charges, such as those for rooms, merchandise, or telephone calls, to ledgers, manually or by using computers.
• Record guest comments or complaints, referring customers to managers as necessary.
• Review accounts and charges with guests during the check-out process.
• Transmit and receive messages, using telephones or email.
• Deliver guest amenities, messages, packages, and luggage to guest rooms.
• Occasionally assist guests by replacing lightbulbs or batteries, help guests with TV set up, DVD players, whirlpools, and Wi Fi service, and assist guests with special needs.
• Other related tasks at the direction of the General Manager or Assistant General Manager

Qualifications and Education Requirements

High School Diploma or HSED, Must be able to fluently speak English.

Preferred Skills

Use office computers and software, email, fax, and telephone. Must be able to lift at least 25 lbs. and use stairs. Must have a valid driver license and reliable transportation, enjoy people, and work well with others.

Reports to: Assistant General Manager

Additional Notes

Certified Tourism Ambassador, Hotel Front Desk experience, or Customer Service experience preferred.