Guest Service Associate

POSITION OBJECTIVE

Do you have a genuine interest in people? Then we have a genuine interest in you!

We are looking for individuals who have a desire to please our guests and a drive to exceed their expectations daily. This individual will be responsible for attending to guest needs, including but not limited to, guest registration, check-out and cashiering.

This position is vital in creating memorable interactions with each guest, and also in maintaining our standards of luxury.

ESSENTIAL JOB FUNCTIONS

• Greet and welcome guests upon arrival
• Register guests into the computer, verifying reservation, address, and credit information
• Promote the Guest Loyalty Program and provide recognition and benefits to all present members
• Accept payment for guests’ accounts both at the time of registration and at checkout
• Maintain a house bank and make a deposit and accurate report of receipts daily
• Cash checks and exchange currency for guests
• Answer phone in a timely manner
• Respond & process requests for late check outs, room changes, lock-outs, billing inquiries, movie & internet issues, and extension of stay
• Keep activity log updated to allow for proper follow-up
• Ensure guest satisfaction, utilizing the empowerment certificates when appropriate
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested
• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel
• Assist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions
• Book reservations for those guests who approach the Front Desk

EDUCATION / EXPERIENCE

• High school or equivalent education required
• Must be 18 years of age or older
• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors
• Must be able to change activity frequently and cope with interruptions

REQUIREMENTS

• Must be able to speak, read, write and understand English
• Must be able to read and write to facilitate the communication process
• Requires good communication skills, both verbal and written
• Must possess basic computational ability
• Must possess basic computer skills
• General knowledge of the city where hotel is located and its attractions
• Extensive knowledge of the hotel, its services and facilities

PHYSICAL DEMANDS

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems
• Must be able to stand and exert well-paced ability for up to 4 hours in length
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
• Must be able to exert well-paced ability in limited space
• Must be able to lift up to 15 lbs. occasionally
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees
• Ability to spend extended lengths of time viewing a computer screen
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception
• Requires manual dexterity to use and operate all necessary equipment
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed
30+ days ago