Evening Guest Services Representative

Position:Evening Guest Services Representative

Location: Lake Ozark, MO

Job :409

# of Openings:1

Guest Services Representative

Reports To: Front Office Manager

Department: Guest Services

FLSA Designation: Non-Exempt

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upselling products to the guests.

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensure guests know location of room.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assist guests with check out payments or charges.
• Greeting customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions
• Promptly answer the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Process reservations by mail, telephone, cable, fax, or central reservation system referral.
• Know room types, availability and location layout
• Know the selling status, rates, and benefits of all package plans.
• Determines room rates based on the selling tactics of the hotel.
• Operate phone system and answer within three rings when available.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed setups by using experienced judgment and discretion.
• Resolve complications such as location changes or credit issues
• Supportive Functions – In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based on the requirements of the company.
• Summons Bell services team members to escort guests to/from their rooms as appropriate
• Operates various office machines

Frequency Key:
Rare – up to 1 hour, Occasional – 1-3 hours, Frequent – 3-6 hours, Constant – 6-8 hours

Physical Activity
Frequency

Walking, standing Constant

Crouching/bending/stooping Occasional

Reaching Constant

Grasping Constant

Pushing/pulling Occasional

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Rare

Lifting/carrying (# lbs) Occasional – up to 20 lbs.

Travel Rare

OTHER DUTIES

Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established, Camden On The Lake Resort from time to time is essential to the successful performance of this position.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required while performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.

ORGANIZATIONAL RELATIONSHIPS

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