Job Abstract

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Position Summary:

The Guest Services Representative will assist the guests efficiently, courteously, and professionally in all front office related functions. The Guest Services Representative will cover all aspects of the front office when General Manager is not present.

I. Position Responsibilities: Essential

• Represent hotel in a professional and courteous manner; check guests in and out in a timely and efficient manner
• Ensures reservations are taken correctly and courteously
• Must be proficient in computer operating system
• Available at all times to deal with guest issues in a professional manner
• Notify General Manager or equivalent immediately of any guest, employee, or cash concerns
• Supervise property staff as needed
• Ensure compliance of safety and security standards
• Reports to Market Manger in General Manager absence
• Responsible for bank deposits in General Manager absence
• Identify and follow up on life/safety issues and inspection issues
• Notify General Manager or equivalent immediately of any safety and/or security violations of policy
• Leave all desk and office areas in a clean and in a neat manner
• Take responsibility for insuring that property is always clean and free of any trash and debris

II. Essential Skills/Credentials/Experience/Education

• Ability to read, understand, interpret information found in a variety of reports and other internal hotel information
• Ability to read, speak, write in an efficient manner in order to interact with guests and staff
• Handle administrative duties as assigned
• Sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage and count and balance a cash bank, etc.
• General computer proficiency
• Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, up selling techniques, in order to ensure the effective operation of the front office and related departments (examples include providing high level of service, effective staff training, proficient problem solving, effective cost controls, etc.)
• Possess the knowledge and ability to perform a variety of front office and related positions in response to business needs
• Ability to compose and express thoughts in a clear and concise way to ensure effective communication
• Ability and flexibility to work long hours on a regular basis and as business conditions demand
• Ability to manage multiple activities often in stressful situations with time constraints
• Ability to use time management skills to effectively get task accomplished
• Ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems

III. Preferred Skills/Credentials/Experience/Education

• Experience levels required may vary based on the size, volume and character of hotel
• Any combination of education and experience equivalent to high school diploma
• Any other combination of education, training or experience that provides the required knowledge, skills and abilities
• Previous hospitality experience preferred but not required

IV. Mental and Physical Demands

Physical Demands:

• Indoor work with hard and carpeted surfaces
• Standing for eight (8) hour shifts
• This position is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Exposure to extreme weather conditions, cold and heat
• Extensive use of hands and fingers for manipulation of keyboard, answering phone calls (100% of the time)
• Use of computer terminal, which requires extensive eye contact with a video display terminal

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by managers/supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.