Job Description
Job Description
Represents the hotel to the guest throughout all stages of the guest's stay. Determine a guest's reservation status and identifies how long the guest will stay. Help guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.
GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES:
· Uphold company standards, best practices, policies and procedures, and value of excellence in customer service
· Prioritize and fulfill the requests of all guests with great friendliness, efficiency, confidentiality, and professionalism
· Greeting guests with a smile to make guests feel welcomed and valued
· Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experience
· Resolve disputes promptly with the goal of achieving customer satisfaction
· Answer, record, and process all calls, messages, requests, questions, or concerns
· Protect the property and its guests by monitoring who comes in and out of the premises
· 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.
· Understands room status and room status tracking.
· Know 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.
· Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
· Know the location and types of available rooms as well as the activities and services of the property
· Coordinate room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
· Possess a working knowledge of the reservations department. Take same day reservations and future reservations when necessary. Know cancellation procedures.
· Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
· Know how to use front office equipment
· Process guest check-outs
· Performing cashier related functions like posting charges to guest accounts, raising paid out's, and currency exchange
· 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.
· Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, etc…
· Uses proper mail, package, and message handling procedures.
· Read and initial the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
· Attend department meetings.
· Reports any unusual occurrences or requests to the manager or assistant manager.
· Knows all safety and emergency procedures, Is aware of accident prevention policies.
· Maintains the cleanliness and neatness of the front desk area.
· Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
· Any other duties related to job title.
PREREQUISITES:
Education: High school graduate or equivalent. Must speak, read, write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.
Experience: Previous hotel-related experience desired.
Physical: Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds. Requires standing at front desk during the duration of the shift.