Guest Service Representative

Requirements:

• High School diploma or higher-level education.
• One year hotel front office experience.

General Responsibilities

• Proper completion of all front office duties.
• Perform, as directed, the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.

Specific Responsibilities:

• Send a daily end of the shift activity and accomplishment email to the Front Office  Manager (FOM) and a copy to the General Manager.
• Be proficient in the use of the property management system.
• Have a good understanding of all hotel operating procedures.
• Comply with all existing and new front office and breakfast area policies and procedures.
• Comply with and honor the front office staff work schedules.
• Monitor the front office communications log.
• Read and initial the front office log on shift start and make appropriate entries at the end of the shift.
• Observe the Evergreen appearance and dress code/uniform policy.
• Attend weekly departmental meetings.
• Be proficient in the use of all front office equipment such as credit card machine, copier, and fax.
• Inform the FOM of any unique situations or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Process, as assigned, reservations by mail, telephone, fax, and central reservation systems referrals.
• Process, as assigned, reservations received from a sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process, as assigned, cancellations and modifications to reservations.
• Be knowledgeable of the local area, attractions, and events.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

 Optimum Attributes:

• Effective communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.