Guest Service Representative
On-siteAberdeen, Maryland, United States
Job Summary
Greet and register guests, provide room assignments, maintain privacy, and accommodate special requests while promoting hotel services and amenities. Execute selling strategies to enhance revenue, manage reservations including cancellations and walk-ins, and ensure all credit cards are validated before shift end. Act as Manager on Duty when necessary, communicate with housekeeping and F&B departments regarding special needs, and maintain balance in cash and miscellaneous departments. Perform daily housekeeping tasks in the lobby and dining areas, operate the property management system, and utilize Service Recovery Logs to track guest interactions. Maintain stock cleanliness, follow emergency procedures, and report hazardous conditions or unusual occurrences immediately.
Required Qualifications
- Honesty and trustworthiness
- Pass appropriate security clearances
- High school diploma or equivalent
- Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
- Must be able to push or pull 60 pounds unassisted
- Must be able to lift and/or carry 30 pounds unassisted
- Must be able to stand for eight hours
- Must be able to bend, stretch, reach
- Must be able to see and hear
- Must be able 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 literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change
- Proficient 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
- Physical presence at the hotel
- Ability to Stand, walking for long periods of time while maintaining a friendly professional image
- Ability to work any day/shift, including weekends
- Maintain certification from a responsible
- Utilize Service Recovery Log and other necessary communication logs from shift to shift
Desired Qualifications
- Experience in service, sales, telesales or guest relations type of industry
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