The Guest Service Representative works at the front desk of the hotel and provides service to hotel guests and clients. The GSR greets and checks in arriving guests and checks out departing guests. The GSR provides excellent customer service to all guests, makes reservations for guests arriving on the same day or future dates, answers incoming phone calls, and responds to any guest inquiries or requests.
Duties and Responsibilities:
Block incoming reservations based on guest requests and the availability of rooms to meet those requests.
Block arriving reservations of all groups if deemed necessary, pre-register the rooms in the property computer system, place keys in envelopes and note the room number on the envelopes.
Register all incoming guests, making sure that all pertinent information is obtained, the registration card is completed, and the method of payment is established.
Accept and record credit card and photo ID information on guest accounts in the hotel computer system.
Assist as needed in other departments and areas including the Guest Breakfast, Housekeeping, Laundry, and property designated events.
Maintain the cleanliness of the back office and front desk area.
Anticipate guest needs, respond promptly, and acknowledge all guests in a timely and courteous fashion.
Always maintain a positive attitude.
Address and resolve guest complaints in a timely manner to ensure guest satisfaction.
Document all guest requests and concerns and communicate information to the responsible personnel for proper handling in a timely manner.
Prepare a shift drop verifying the totals determined to match the totals in the property management system.
Maintain the confidentiality and security of proprietary company information, correspondence, reports, and files.
Handle and document all Lost and Found items as directed by management’s policies and procedures.
Perform other duties as assigned by management.
Follow and adhere to all standards and regulations set forth by your hotel and as directed by management.
Be a Brand Ambassador of A&R’s Culture, Mission, and Values.
Required Skills and Experience:
Previous hospitality industry experience preferred but not required
Highly energetic and motivated individual
Ability to take initiative and work with little direction
Excellent interpersonal and communication skills with strong customer/client focus essential
Strong problem-solving skills
Ability to work in a fast-paced, high-pressure environment
Ability to shift and manage multiple priorities
Results-driven focus and ability to work through to completion in a timely manner
Overtime may be required at times during the busy season as directed by management
Other Skills Required:
Physical: Must be able to stand for periods of time; ability to lift to 25 lbs.; may require frequent bending, stooping and kneeling
Mathematical: Must be able to use basic mathematical techniques including percentages and ratios