Hotel Guest Services

Responsibilities:

  • Register guests and assigns rooms. Accommodates special requests whenever possible.
  • Assists in preregistration and blocking of rooms for reservations.
  • Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
  • Meet and exceed guests' expectations by anticipating the services they might require.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available, and room rates.
  • Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
  • Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
  • Knows the location and types of available rooms as well as the activities and services of the property.
  • Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.
  • Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
  • Maintains guest room key storage.
  • Knows how to use front office equipment.
  • Process guest check-outs.
  • Performing cashier related functions like posting charges to guest accounts and raising guest limits.
  • Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
  • Uses proper telephone etiquette and record details of each conversation for future follow up.
  • Uses proper mail, package, and message handling procedures.
  • Reads and adds to communication log daily. Is aware of daily activities and meetings taking place in the hotel.
  • Attends department meetings.
  • Reports any unusual occurrences or requests to appropriate management.
  • Knows all safety and emergency procedures, Is aware of accident prevention policies.
  • Maintains the cleanliness and neatness of the front desk area.

Preferred Pre-Requisites:

  • High School Diploma or equivalent
  • Working knowledge of Google Apps (i.e. Drive, Sheets, Docs, Gmail)
  • Experience in working with reservation-based software
  • Prior Customer Service Experience
  • Prior Administrative or Sales Experience
  • Excellent written and verbal communication skills

Benefits

Full-time employees have access to employer-paid healthcare, dental and vision options, health savings account, and employee discounts.

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