The Guest Service Representative works under the direction of the Front Office Manager. Responsibilities include daily checklist activities, performing various marking duties to generate additional revenue, providing optimum guest service and satisfaction.
Primary Responsibilities
• Reconcile the cash drawer before & after shift by counting bank & printing cashier shift report
• Check house count to determine the rooms available for the day
• Print shift change reports
• Pre-blocks arrivals with special requests
• Review credit limit exception report & gets additional approval if necessary
• Check expected departures for today & clears checkouts or extends stays after check out time
• Update housekeeping room status when received from housekeeping
• Balance departments from daily activity report at the end of shift
• Performs cashier shift change when cash is in balance
• Explain any of the hotel’s promotional items to each guest checking in & gives them to any guest who requests them
• Mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations
• Upsell services as needed
• Documents any new commercial customer checking in so that a new account can possibly be opened
• Document walkouts
• Determines why rooms are blocked & asks maintenance to fix problem
• Performs a courtesy call to every guest checking in
• Respond promptly to any guests inquiries or complaints
• Offers alternate solution if guest demand cannot be met
• Show personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger
• Demonstrate commitment to servicing the guest
• Document any guest accidents by completing the accident report form
• Complete the maintenance log whenever a complaint is reported
• Other duties as assigned
Job Type: Full-time
Pay: From $13.00 per hour
Benefits:
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance
Schedule:
• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability
Education:
• High school or equivalent (Preferred)
Experience:
• Hilton Hotel: 2 years (Required)
Work Location: In person
Salary:
Employment Type:
Qualifications
[ "Hilton Hotel: 2 years (Required)", "Work authorization (Required)", "High school or equivalent (Preferred)" ]