Guest Service Representative
On-siteFayetteville, North Carolina, United States
Job Summary
Greet and register guests, provide room assignments, and accommodate special requests while maintaining guest privacy. Execute selling strategies to enhance hotel revenue by promoting services, amenities, and repeat business through targeted recommendations. Manage front office operations by acting as Manager on Duty, ensuring cash and check balances, and utilizing the property management system for billing and payments. Maintain thorough communication with housekeeping, F&B, and management staff regarding guest needs, late check-outs, and special events. Keep the lobby and dining area clean, assist with laundry procedures, and ensure all safety standards and emergency protocols are followed. Report unusual occurrences or hazardous conditions immediately to the manager.
Required Qualifications
- Honesty and trustworthiness
- Pass appropriate security clearances
- High school diploma or equivalent
- Ability to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
- Ability to push or pull 60 pounds unassisted
- Ability to lift and/or carry 30 pounds unassisted
- Ability to stand for eight hours
- Ability to bend, stretch, reach
- Ability to see and hear
- Ability to communicate with other associates and/or guests
- Knowledge of entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts
- Knowledge of Frequent Stay Program
- Knowledge of Reservations procedures including cancellations and walking guest
- Knowledge of Phone etiquette and answering procedures
- Knowledge of Area shopping, dining, entertainment and travel directions to assist guest inquiries
- Knowledge of Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events
- Knowledge of Manager on Duty functions when necessary or as scheduled
- Skill: Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change
- Skill: Proficient in written and verbal English
- Skill: Problem solving and conflict resolution skills
- Ability: Multi task, remain associate and guest service centric
- Ability: Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books
- Ability: Assist with guest issues with professionalism, maintaining hospitable attitude
- Thorough working knowledge of emergency procedures
- Certification from a responsible
- Physical presence at the hotel
- Ability to stand, walk for long periods of time while maintaining a friendly professional image
- Ability to work any day/shift, including weekends
Desired Qualifications
- Experience in service, sales, telesales or guest relations type of industry
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