The Guest Service Representative will provide excellent guest satisfaction through check in, check out, and during the guest’s stay.
The Guest Service may also report to the Front Office Manager and Assistant General Manager.
Primary Responsibilities
* Greet guests and perform check-in/out procedures
* Reconcile the cash drawer before & after shift by counting bank & printing cashier shift report
* Follow all cash and credit card procedures required by hotel and brand standard
* Check house count to determine the rooms available for the day
* Print shift change reports
* Pre-blocks arrivals with special requests
* Review credit limit exception report & gets additional approval if necessary
* Check expected departures for today & clears checkouts or extends stays after check out time
* Update housekeeping room status when received from housekeeping
* Balance departments from daily activity report at the end of shift
* Performs cashier shift change when cash is in balance
* Refer other Kana Hotels as needed
* Explain any of the hotel’s promotional items to each guest checking in & gives them to any guest who requests them
* Mention various hotel amenities, (i.
e.
free breakfast, spa, fitness center, voice mail, etc.
) to guests during lags in phone or in-person conversations
* Upsell services as needed Documents any new commercial customer checking for sales follow up
* Document walkouts
* Determines why rooms are blocked & asks maintenance to resolve
* Performs a courtesy call to every guest checking in
* Respond promptly to any guests’ inquiries or complaints; Offers alternate solution if guest demand cannot be met Show personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and frustration
* Demonstrate commitment to servicing the guest by being hospitable and accommodating
* Document any guest accidents by completing the accident report form Complete the maintenance log whenever a complaint is reported
* Ability and flexibility to work various shifts including evenings, weekends, and holidays
* Other duties as assignedEducation/Experience
* High School diploma or GED preferred
* One year hospitality experience required
* Customer service experience required
* Experience handling cash and credit card procedures
* Attention to detail
* Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
* Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.
Physical Requirements
* Walking and standing during entire shift
* Use of computer and telephone throughout shift
* Some bending, lifting, and carrying
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
EEO Statement Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Job Type: Part-time
Shift:
* 8 hour shift
Work Location: In person
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