Guest Service Representative (37654)

Guest Service Representative

At each of our properties we want our guests to relax and be themselves which means we need you to:

• Be you by being natural, professional and personable in the way you are with people

• Get ready by taking notice and using your knowledge so that you are prepared for anything

• Show you care by being thoughtful in the way you welcome and connect with guests

• Take action by showing initiative, taking ownership and going the extra mile

Department:

Guest Services

JOB OVERVIEW

Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations and interacting with guests to provide the best quality service possible. Perform sales and customer service functions related to guest registration, reservations and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service. Acts as property manager on duty when assigned.

REPORTS TO: Front Office Manager & General Manager

Team Member Handbook:

All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm’s Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook.

KEY RELATIONSHIPS

INTERNAL: Staff in housekeeping, laundry, maintenance, front desk, and management.

EXTERNAL: Hotel guests and visitors.

DUTIES AND RESPONSIBILITIES

Financial Returns:

• Process guest registrations including the computations & collection of payments.

• Complete shift reports and process all financial transactions, including the verification & processing of credit card transactions in accordance with company policies and procedures.

• Comply with reservation procedures to confirm show or no show.

• Present statements and collect payments from departing guests.

• Post suite shop/market charges and process payment.

• Count drawer, make deposit drop verified by witness, and run initials

• Close and balance shifts.

People:

• Ability to work as a team player with all levels of associates.

• Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.

• Provide solutions to problems for guests, associates, and management. Use empowerment to exceed associate/guest expectations and resolve conflicts.

• Take initiative to offer assistance or answer questions through the hotel.

• Willingness and ability to train new associates.

• Communicate with Manager regarding status of groups.

• Communicate with Housekeeping regarding VIP arrivals and expediting vacant ready rooms.

Guest Experience:

• Respond to guest needs, special requests, and complaints as needed.

• Smile, acknowledge, greet guests at front desk and other public areas.

• Provide exceptional guest service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals.

• Register guests, assign rooms and issue room keys.

• Schedule and make wake-up calls.

• Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.) upon guest request.

• Answer guest’s questions about charges; attempt to resolve problems to guest satisfaction.

• Remain highly visible and be readily available for guests at all times.

• Implement, monitor and carry out guest honors program.

• Perform administrative functions for guests, i.e. faxing, copying, mailing, over-night mail service and other clerical duties.

Responsible Business:

• Thoroughly understand and implement the bra