Guest Services Representative

• Registers guests and assigns rooms, accommodating special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guestroom maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Duties associated with Guest Service Representative’s position including but not limited to the above.

• High school graduate or equivalent.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Excellent organizational, written and oral communication.
• Proficient/familiarity with Opera would be an asset.
• Night Audit experience is an asset.

• Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
• Mental effort required in multi-tasking and handling interruptions that require refocusing.
• Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests

• Standing at a computer for long periods of time.

• Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
• Frequent handling of queries and calls from guests, potential guests, and other departments.

Reports to the Front Office Manager. Works under general instructions to prioritize and complete assigned tasks.