Guest Service Representative

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.