Guest Service Representative

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations

• Secure payment; verify and adjust billing
• Activate and file room keys
• Process all guest requests and relay messages
• Print contingency lists to have a record of all guests in case of emergency
• Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
• Follow up on any outstanding requests or problems from the previous day and are resolved
• Run and review daily reports/logs
• Complete designated cashier and closing reports in the computer system
• Accept and record wake-up call requests and deliver to appropriate department
• Count bank at beginning and end of shift; secure bank
• Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change
• Notify Loss Prevention/Security of any guest reports of theft
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
• Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation
• Speak with others using clear and professional language; answer telephones using appropriate etiquette
• Develop and maintain positive working relationships with others; support team to reach common goals
• Comply with quality assurance expectations and standards
• Stand, sit, or walk for an extended period of time