Guest Services Representative

Key Responsibilities

Greet and welcome guests upon arrival. Ensure that standards of the Hotel are maintained at a superior level on a daily basis. Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Register guests and assign rooms. Assist in pre-registration and blocking of rooms for reservations.

Process check-outs. Post and file all charges to guest, master, and city ledger accounts. Use proper telephone etiquette. Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures. Know room locations, types of rooms available, and room rates. Use suggestive selling techniques to sell rooms and promote other services of the hotel.

Possess a thorough knowledge of the switchboard/reservations department. Take same day reservations and future reservations when necessary. Know how to use all front office equipment. Coordinate guest room service and maintenance work with the housekeeping and engineering departments. Work closely with the Audit Manager when working the overnight shift to ensure the smooth running of the night shift operation.