Guest Service Representative

Reports To

Supervises

Job Purpose

Job Responsibilities

1. Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
2. Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
3. Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
4. Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
5. Date-stamp, sort and rack incoming mail and messages. Transmit and receive messages using equipment such as telephone, fax and switchboard.
6. Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies.
7. Take the initiative to greet guests in a friendly and warm manner.
8. If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
9. May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
10. Drives incoming/departing hotel guests to hotel, airport, shopping center and miscellaneous destinations and assists guests with luggage.
11. Inspects van to ensure that it is in order and that supplies are adequate.
12. Explains features of van such as operation of radio, television, telephone, etc. 
13. Offers information pertaining to available services and facilities of hotel, points of interest and entertainment attractions.
14. Pages guests in lobby, dining rooms or other parts of property. Delivers messages and runs errands.
15. Maintains courtesy van consisting of washing, cleaning, and fueling.
16. Other duties as assigned.

Job Skills

1. Speak clearly and listen carefully.
2. Use personal judgment and specialized knowledge to give information to people.
3. Communicate well with many different kinds of people.
4. Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
5. Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Education

• HS Diploma or equivalent.

Experience

• Minimum 3 months hospitality, general office, accounts receivable or customer service experience. 
• 2 years of driving experience. Must be at least 21 years of age with a valid motor vehicle license with minimal violations.

Salary Description