Guest services Representative

Position Title:

Guest Services Representative

Reports To:

Front Office Manager

FLSA Status:
Non-Exempt

As a Guest Service Representative, you are responsible for maintaining the high quality of service offered to guests including the posting of guest room charges and assisting in guest needs. This position also prefers human resources support relating to interviewing, new hire paperwork, onboarding and employee relations.

This position reports to the Front Office Manager, retains relationships with peers and all other departments within the company, maintains relationships with customers, suppliers, vendors, and others serving the Company.

Please note that the essential job functions listed here are not all-inclusive, rather they indicate the types of activities normally performed by this position and, therefore, may be modified and revised. Other duties may be required and assigned from time-to-time.

• Check-ins and check-outs.
• Ensures guests privacy.
• Makes reservations for guests.
• Sells and up-sells hotel facilities and services.
• Keeps desk area stocked with necessary materials.
• Information center for guests and hotel in general.
• Posts charges from outlets and ensures overall proper payment.
• Other duties as assigned by management.

• High School Diploma or Equivalent. Some college preferred.
• Customer Service experience and/or Sales experience preferred.
• Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.
• Ability to communicate clearly and effectively with guests regarding all aspects of their hotel stay.
• Ability to perform basic arithmetic, including the use of percentages.
• Ability to read and write effectively.
• Ability to interact with guests and other employees in a courteous, empathetic, and discreet manner.
• Ability to understand and execute all safety and emergency procedures (i.e. fire, crowd control, inclement weather, and bomb threats).
• Ability to handle cash and credit transactions and accurately maintain a bank.
• Ability to use basic office equipment (i.e. automated front desk systems, telephones & calculators).
• Ability to move freely within front desk area.
• Ability to stand for long periods of time.
• Ability to maintain regular and punctual attendance.
• Ability to adhere to grooming standards.
• Ability to exemplify Company's Suites Service Excellence.

• Work schedule varies and may include weekends and holidays.

• 401K+ Match (up to 6%)
• Employee Assistance Program
• 9 Paid Holidays
• Team Member Development & Training

Physical demands commonly associated with the performance of the functions of this job. The physical demands and the work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires standing for extended periods, walking, and climbing stairs. May include pushing, lifting up to 100 pounds, bending and reaching;stooping, kneeling, or crouching.

Environmental/Atmospheric

Conditions:

Environmental/atmospheric conditions commonly associated with the performance of this job.

While performing the duties of this job, the employee will be in an indoor environment.

Gorman & Company is an Equal Employment Affirmaitve Action Employer