Guest Service Representative ; Flex

Job Description - GUEST SERVICE REPRESENTATIVE I (FLEX) (260002UW)

GUEST SERVICE REPRESENTATIVE I (FLEX)

260002UW

United States-Maryland-Patuxent River

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering
  guest questions concerning lodging facilities, amenities and provides information about local attractions
• Assists guests with all requests, in person or via telephone, including, but not limited to, making, confirming and/or cancelling room reservations,
  collecting payments and presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card
  processing etc.
• Greets and welcomes guests upon sight, always maintaining outstanding guest relations.
• Communicates with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
• Applies knowledge of standard operating procedures, processes and rules governing patron eligibility. Receives requests and processes reservations
  within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging options in the
  area.
• Assists Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all
  group per brand standards.
• Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interacts with guests and receives and resolves guests' complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out
  times consistent with program policy, and refers unusual issues to immediate supervisor for assistance and/or resolution. Utilizes judgment and
  understanding of policies and procedures to better assist guests.
• Registers and assigns rooms to guests, issuing room keys or cards; transmits and receives messages, and keeps records of occupied rooms and
  guest accounts, makes and confirms reservations, presenting statements and collecting payments, as necessary.
• Operates a multi-line telephone system, records and delivers messages, as required, and answering inquiries pertaining to services, base facilities,
  area attractions and travel directions.
• Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk. Keeps the front desk and lobby area clean and
  safe.
• Responsible for assigned master key. Properly logs in and out using key log for record. Must report lost key to supervisor immediately, for security
  reasons.
• Assists the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as
  requested by the guests. Verifies registration information, secures a credit card for incidental expenses and authorizes credit card for room charges.
• Assists the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal
  processes are adhered to according to brand standards.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room, when required.
• Operates POS to record sales from convenience store (if applicable). May assist in maintaining and stocking adequate supply levels.
• Ensures all wake up calls are handled promptly and properly. Types any miscellaneous memos/correspondence required in the course of performing assigned duties.
• Exchanges and maintains rotating change fund and daily log of moneys received and deposited. Securely maintains all records and access to guest
  safety deposit boxes; if applicable.
• May be required to generate and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit
  reports as well as other daily, monthly or annual occupancy reports. Verifies accuracy of charges and makes appropriate changes if errors occur.
• Completes all computer generated reports, as assigned, and notates any account discrepancies for action by management.
• Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.
• May be required to set-up and breakdown/clean-up of…