Guest Service Representative Position Available In Shelby, Tennessee

Guest Service Representative 1.0 1.0 out of 5 stars Memphis, TN 38119

JOB TITLE:

Guest Service Representative/Front Desk Clerk

REPORTS TO

Guest Service Manager/Front Office Manager

PRIMARY RESPONSIBILITIES

< Provides courteous guest service by responding promptly and efficiently to inquiries, requests, complaints, and by accurately processing guest mail and messages < Coordinates the delivery of guest services by other hotel departments and outside businesses < Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the franchise system < Assists guests upon arrival and handles check-in procedures swiftly and accurately < Handles check-out procedures swiftly and accurately and assists guests on departure < Maximizes room revenue and occupancy levels through suggestive selling < Has knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests < Handles departmental accounting moneys, receipts, guest accounts and other forms of credit. Operates the department's property management system < Maintains information and communication sources such as room rack, telephone information rack, log book and franchise directories or PMS information < Operates PBX (switchboard) equipment to handle incoming calls, out going calls, wake up calls and the paging of guests along with voice mail if applicable < Operates the franchise PMS terminal and performs designated maintenance tasks. Has understanding of in- house computers and monitors computer accuracy to ensure maximum occupancy < Examine the day's reservations for correct date, type of room reserved, and any special request < Sets up the reservations using signal blocking cards and files reservation cards alphabetically for a manual system or according to the procedures set up with the Franchise reservation system. < Complies with the hotel's security and emergency procedures < Complies with all corporate office and franchise policies and procedures < Maintains order and cleanliness of the front desk area < Provides assistance to other employees to contribute to the smooth operation of the department and hotel < Performs other duties as assigned

JOB SPECIFICATIONS

Physical Demands:

Requires ability to stand for entire shift; walking to a significant degree. Must have ability to communicate both orally and in writing to guests and other members of the front offices staff and to answer telephone calls-Talking, Hearing. Requires ability to move fingers and hands quickly and easily: Handling, Feeling. Requires ability to sit for a long period of time. Requires ability to perform repetitive tasks (e.g. sitting at the PBX and working on a computer screen). Requires ability to lift 50- 70 pounds infrequently (several times weekly).

Environmental Conditions:

Inside:

protection from weather conditions but not necessarily from temperature changes.

Essential Skills:

Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years previous experience related employment or front desk experience) to quickly become familiar with franchise standards and procedures. Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierge Services, Bell Services, Telephone Services, Guest Accounting. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. Must have ability to professionally represent the hotel; deal positively with the public, and possess pleasant telephone manner. Knowledgeable in /Reservations/Inventory management.

Educational/Vocational Preparation:

High school graduate or equivalent. Previous hotel form office experience preferred; however, ability gained through 2+ years related employment (sales, resort, marketing) or on-the- job training may substitute for actual front office experience. Employee Signature Supervisor Signature Date