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, 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.