Guest Service Representative / Front Desk

Job description:

BASIC PURPOSE:

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous

and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

FUNCTIONS/REPSONSIBILITIES:

• Handle guest registration and room assignments, accommodating special requests whenever possible.
• Make guest reservations in a prompt and courteous manner, following the standard reservation systems, software and expectations of the company and of the brand
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner.
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Manage guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, Shuttle Driver, and Receptionist.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Assist in other departments when the need arises, as directed by supervisor. This may include assisting with breakfast set up or clean-up, assisting with basic property cleanliness such as trash removal, assisting with basic clerical tasks to assist the sales, revenue and marketing efforts, and assisting with housekeeping and/or laundry needs.
• When needed, assist other departments and employees with any tasks requested by a supervisor or manager.
• Drive passenger van to and from the airport for guest pick up and drop off.

KNOWLEDGE AND SKILLS:

Education: High School education or equivalent experience.

Experience: Previous experience in the hotel industry as Front Desk Agent preferred but not required.

Skills and Abilities:

• Excellent grooming and appearance standards are required
• Excellent verbal and written skills are required
• Problem-solving skills are critical
• Ability to take direction and work independently is required
• Promptness and exceptional attendance is required
• Requires a working knowledge of the Front Desk aspect of Sun's services, policies or operations and a general knowledge of the hotel.
• Requires knowledge of and ability to operate computer equipment and the reservations system.

Hours Required: Scheduled days and times may vary based on need. Weekends, nights and Holidays may be required

Job Type: Full time

Salary: $18 -$19 /hour

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Pay: $18.00 - $19.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

People with a criminal record are encouraged to apply

Work Location: In person