Job Order Detail

Description

The Guest Service Representative position is generally responsible for representing the hotel to the guest throughout all stages of the guests stay, determining the guests reservation status and identifying their duration of stay. He or she will also process the guests method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.

ACTIVITIES:
Create a welcoming environment for our guests.
Register guests and assign rooms, accommodating special requests whenever possible.
Complete pre-registration and blocking of rooms for reservations/guest arrival.
Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
Process guest check-outs.
Post and file all charges to guest, master, and city ledger accounts.
Work closely with all hotel departments to improve service delivery and efficiency.
Use proper telephone etiquette.
Coordinate guestroom maintenance work with maintenance.
Know all safety and emergency procedures, is aware of accident prevention policies.
Ensure the work environment is tidy and well organized at all times (lobby).