Job Description

Guest Service Representative Job Description

The Hotel Guest Service Rep. for Summit Hospitality Group is responsible for providing our guest with memorable service all while conducting various daily operations.

Daily operations consists of guest interaction by recording and communicating guest special requests and problems to appropriate department to ensure that they have been addressed in a timely and professional manner.

Prerequisites/Qualifications:

• Two (2) years previous experience as a Front Desk Rep. for a name brand hotel chain; preference for Marriott, Hilton, and Hyatt
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and quickly change direction as needs arise
• Working knowledge of FOSSE, Microsoft programming, Excel, Clover, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10 key by touch

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 on 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
• Understand 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 by the manager on duty
• Able to drive Company's Vehicle for Guests Transportation to/from
• Assists with setting up meeting rooms

Work Environment:

• Flexible work schedule including weekends; this position is referred to as first or second shift.
• Able to lift 50 lbs
• Valid Driver's license
• Sitting, standing, reaching, and bending for extended periods of time.

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