Guest Service Representative
On-sitePanama City Beach, Florida, United States
Job Summary
Greet and register guests, provide room assignments, and accommodate special requests while promoting hotel services and repeat business. Execute selling strategies to enhance revenue and maintain thorough communication with management staff. Act as Manager on Duty when necessary, check credit cards for validity, and ensure all cash and miscellaneous departments are balanced at shift end. Keep housekeeping and other departments informed of special requests, late check-outs, and special needs. Maintain a clean and professional lobby and dining area, assist with laundry procedures, and follow approved safety standards. Utilize the property management system to post charges, compute bills, and collect payment. Report unusual occurrences, hazardous conditions, and potential sales leads to the appropriate individual. Maintain certification and utilize Service Recovery Logs to maintain guest satisfaction.
Required Qualifications
- Honesty and trustworthiness
- Pass appropriate security clearances
- High school diploma or equivalent
- Ability to stand, lift, bend, learn, read, concentrate, think, and communicate
- 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
- Computer literacy to thoroughly operate property management system: post charges, compute bills, collect payment and make change
- Proficiency in written and verbal English
- Problem solving and conflict resolution skills
- Ability to multi task, remain associate and guest service centric
- Ability to communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books
- Ability to assist with guest issues with professionalism, maintaining hospitable attitude
- Thorough working knowledge of emergency procedures
- Ability to practice safety standards at all times and be alert to hazardous conditions
- Ability to report or correct any hazardous conditions immediately
- Ability to report any unusual occurrences or request to the manager
- Maintenance of certification from a responsible party
- 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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