Guest Services Representative

Guest Service Representative

Major Duties and Responsibilities

• Registers guests and assigns rooms, accommodating special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.