Oberlin - Guest Services Representative

Reports To: Guest Services Manager FLSA Status: Non-Exempt Position Summary A Guest Services Representative is responsible for meeting the needs of guests, especially during check-in and check-out, ensuring that guests are 100 percent satisfied.

Responsibilities

Provides information to guests about hotel services, facilities, and other amenities Responds to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.) Enters/changes reservations information on the computer Posts charges to guests’ accounts, processes payments from guests, and makes corrections to accounts Informs housekeeping department about room status/availability Sells rooms to “walk in” customers Listens and responds to guests’ requests or complaints and communicates these requests and complaints to the appropriate team members Manages incoming calls Cleans the front desk area Maintains daily logs Balances shift work and cash drawers Stocks hotel store with products in an effective and attractive manner Knowledge of and ability to perform shuttle/van driver responsibilities as needed Requirements Prior front desk and/or customer service experience is preferred Customer-service oriented with excellent interpersonal skills Strong initiative and work ethic Punctual, reliable, and regular attendance Strong attention to detail Ability to work in a fast-paced environment Excellent communication skills – both verbal and written Knowledge of local geographic area, including businesses/services, attractions, and major roads/highways Valid driver’s license and Department of Motor Vehicles Report (if applicable) Must have and maintain a valid driver’s license and meet the required criteria for driving a company vehicle Must be able to lift and carry up to 25lbs.

Must be able to stand, sit, stoop, bend, twist, and reach frequently.