Guest Services Representative

Job Title: GUEST SERVICE REPRESENTATIVE

SUMMARY

This position ensures guest satisfaction through check‐in, check‐out and the coordination of hotel services. This position serves as the primary contact for all guests throughout their stay.

ESSENTIAL JOB FUNCTIONS

The position requires the ability to perform the following essential job functions, with or without reasonable accommodation:

• Greets guests and responds to special requests.
• Executes prompt, courteous, and accurate guest check-in and check-out.
• Maintain proper operation of the computer and telephone console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies as per Northwest x Southern Hospitality, Brand standards and PCI compliance.
• Be aware of all rates, packages and special promotions.
• Maintains room security by providing effective key control.
• Promotes participation in brand loyalty programs, and guest satisfaction surveys.
• Responds to guest reservations requests.
• Communicates with other departments to ensure proper handling of guests and groups.
• Follows room inventory and monetary controls.
• Handles cash, makes change, and balances an assigned house bank. Accepts and records vouchers, traveler’s checks, and other forms of payment. Counts cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Handles any guest compliments or complaints and acts as deemed necessary.
• Participates in completing daily shift check list tasks.
• Maintains a clean lobby and organized reception desk.
• Handles sales from hotel gift shop, market or pantry. Properly checks identification for ALL age restricted sales and uses proper training techniques to ensure sales follow all federal, state and local laws.
• Demonstrates knowledge of liquor laws.
• Keeps immediate supervisor promptly and fully informed of all problems or matters of significance.
• Maintains safe working conditions within department and Hotel.
• Must have ability to remain calm and alert, especially during emergency and/or heavy hotel activity.
• At all times projects a favorable image of Northwest x Southern Hospitality to the public.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures including safety procedures and local, state and federal laws and regulations.
• All other duties and responsibilities as assigned by management.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

HOURS AND ATTENDANCE

• Up to 40 hours per week with varied and flexible shifts/days, likely to include nights, weekends, holidays, and

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS The qualifications listed below are representative of those required, but reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. 

Education/Experience: 

• High school diploma or GED preferred.
• Ability to read, write, speak, understand, and communicate in English.
• 1+ year’s customer service experience, and/or 1+ years hotel experience preferred.

Knowledge: 

• Must have coordinating skills as pertains to determining time, place and sequence of operations or action.

SKILLS & ABILITIES

• Ability to prioritize and organize work.
• Ability to use telephone/radio communications between manager/supervisor and team members.
• Ability to listen effectively and to communicate with customers and team members.
• Ability to maintain a neat, clean, and well-groomed appearance (specific standards available).
• Ability to follow work schedule.
• Ability to remain discreet and respect the privacy of guests.
• Ability to perform consistent work to the highest of standards.
• Ability to analyze information and make effective judgments.
• Ability to work, stand and work in confined spaces for long periods of time.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Language Skills: Multilingual ability is not required, but a plus.

Mathematical Skills: Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.

Computers & Equipment:  Must be able to operate office machines/computers and point-of-sale system with a high degree of speed and accuracy.

PHYSICAL AND MENTAL DEMANDS OF POSITION, INCLUDING ENVIRONMENT

• Inside with protection from weather but not necessarily changes in temperature. 
• This position is occasionally required to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items.
• The position requires manual dexterity, auditory and visual skills; and the ability to follow written and oral instructions and procedures.
• Prolonged periods standing and walking and frequently pulling, pushing, and bending.
• Must be able to lift 15 pounds at times.
• Willingness to work a rotation seven-day work cycle with various shifts.
• Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, and team members.
• OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.
• Normal routine involves no exposure to blood, body fluid or tissue, but exposure or potential for exposure may occur.

OTHER REQUIREMENTS

An individual may not be hired or transferred to a job or continue in a job if currently employed if they do not satisfy the following job requirements. These requirements cannot be waived by supervisors. 

• Ability to obtain any government‐required or brand-required permits, licenses, or certificates.