Benefits/Perks:
JOB SUMMARY:
A Guest Service Representative (GSR) must efficiently serve guest needs during all stages of guest contact (pre-arrival, arrival, stay, and departure) for exceptional guest service and security. Meeting those needs requires a thorough working knowledge of all systems (computer, telecommunications, entertainment, etc.) used to deliver guest service.
DUTIES AND RESPONSIBILITIES:
1. Wear a uniform and name-tag at all times on property
2. Assist all guests in a sincere and courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction.
3. Greet, register and process guests promptly upon arrival and departure, to ensure guest satisfaction.
4. Make and confirm reservations
5. Post charges, such as those for rooms, food, or telephone calls, to ledgers
6. Thoroughly understand and adhere to proper credit and cash-handling policies and procedures
7. Know room locations, types of rooms available, and room rates.
8. Answer inquiries pertaining to hotel services, shopping, dining, entertainment, and travel directions. Arrange tours, taxis, and restaurants for guests
9. Resolve guest comments or complaints
10. Review accounts and charges with guests during the check out process
11. Use suggestive selling techniques to sell rooms and promote other services of the hotel
12. Use proper telephone etiquette
13. Attend department meetings
14. Keep supervisor informed of all problems or unusual matters
15. Perform other duties as requested or required by supervisors (e.g., breakfast setup, laundry folding, room inspections)
16. Know all safety and emergency procedures and be aware of accident prevention policies.
17. Maintain the cleanliness and tidiness of the front desk and lobby areas
QUALIFICATION STANDARDS:
1. Learning – Ability to quickly learn front desk technical procedures, such as: check-in, check-out, selling skills, computer operations, telephone operations, etc.
2. Multi-Tasking – Ability to work well on multiple tasks at the same time
3. Friendly & Cheerful – Ability to be friendly and cheerful
4. Stress – Ability to cope with stress, showing self-control during excitement
5. Written & Verbal Communication – Ability to communicate information and ideas so others will understand
6. Oral Comprehension – Ability to listen to and understand information and ideas presented
7. Speech Clarity – Ability to speak clearly so others can understand you
8. Number Facility – Ability to add, subtract, multiply, or divide quickly and correctly
9. Attention to Detail
10. Patience
11. Foresight – Ability to anticipate the needs of a guest or team member and act accordingly
12. Tactful
Job Type: Full-time
Pay: From $15.00 per hour
Benefits:
Schedule:
Supplemental pay types:
Education:
Experience:
Work Location: In person
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