Guest Services - Guest Service Representative

Provides excellent customer service to the guests during their hotel stay. Responds to guest requests as well as proactively predicts guests’ needs. Provides information and services to the guest at the front desk of the hotel.

Duties and Responsibilities

Including, but not limited to:

1.Answers incoming telephone calls professionally, following the hotel and/or brand expectations regarding phone etiquette.

2.Provides excellent customer service, responding to guest questions or concerns in a timely and courteous manner.

3.Makes reservations or modifies reservations as needed.

4.Follows hotel and/or brand standards related to guest interactions and reward programs.

5.Coordinates check-in and check-out procedures with multiple guests in line in a courteous and efficient, providing a positive experience for each guest.

6.Maintains guest privacy and safety by not sharing information about guests, to callers, walk-ins, or other guests.

7.Documents information regarding guest or room information in the front desk notebook for future shifts. Protects this information as confidential from guests and employees without a “need to know”.

8.Assists sales team with pre-registration and blocking of rooms for groups.

9.Adheres to proper credit, check cashing, and cash-handling policies and procedures.

10.Tracks room status to ensure guests are assigned to vacant ready rooms.

11.Shares correct information regarding rooms, amenities, and hotel rules.

12.Uses suggesting selling techniques to sell rooms and to promote other services of the hotel.

13.Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.

14.Processes mail, packages, and message handling with care so accurate information is provided to guests or management promptly.

15.Attends department meetings.

16.Communicates with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.

17.Follows all safety and emergency procedures. Is aware of accident prevention policies.

18.Completes duties and confirms on shift checklist as assigned.

19.Various other duties as assigned by Supervisor.

Requirements

•Hotel Guest Services Experience Preferred

•Customer Service Experience Required

•Ability to reason and make appropriate decisions in response to guest concerns

Strand Core Values

All employees are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RESPECTFUL
ADAPTIVE 

SERVICE
ACCOUNTABLE 
UNIFIED 
DEDICATED 
 
Competencies

• Guest Satisfaction
• Strong Communicator / Listener
• Problem Solver
• Friendliness / Helpfulness
• Coachability

Work Environment

•Frequent sitting, standing, and walking

•Frequent bending forward and trunk rotation while sitting and standing

•Frequent stair climbing, reaching both above and below shoulders as well as pushing and pulling

•Vision – must have the ability to adjust focus as well as use of close, peripheral and depth/distance vision

•Frequent lifting, carrying, pushing, and pulling up to 15 lbs.

•Occasional squatting and kneeling