Guest Service Representative

Provides excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue.

• Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times.
• Per company policy, potential associates must pass appropriate security clearances.
• Experience in service, sales, telesales or guest relations type of industry preferred.
• High school diploma or equivalent of same.

• Knowledge: entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts;
  Frequent Stay Program;
  Reservations procedures including cancellations and “walking” guest;
  Phone etiquette and answering procedures;
  Area shopping, dining, entertainment and travel directions to assist guest inquiries;
  Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events;
  Manager on Duty functions when necessary or as scheduled.
• Skills:
  
  computer literate to operate property management system—post charges, compute bills, collect payment and make change; proficient in written and verbal English; problem solving and conflict resolution skills.
• Abilities: multi‑task, remain associate and guest service centric; communicate with guests, co‑workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books; assist with guest issues with professionalism, maintaining hospitable attitude.

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
• Promote and sell services/amenities of the hotel.
• Promote repeat business by offering future reservations and providing recommendations for alternate same brand‑type products.
• Be aware of potential sales leads and contacts through guest interaction; report to appropriate individual.
• Keep housekeeping and other departments informed of any special requests, late check‑outs, and special needs areas.
• Check all credit cards for validity before the end of the shift.
• Learn and utilize PMS.
• Ensure all cash, check and miscellaneous departments are in balance at shift end.
• Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction; help maintain a clean and professional lobby, dining area; dusting, vacuuming, cleaning tables, etc.
• Have a thorough working knowledge of emergency procedures; practice safety standards at all times and be alert to hazardous conditions; report or correct any hazardous conditions immediately.
• Report any unusual occurrences or request to the manager.
• Maintain certification from a responsible …
• Utilize Service Recovery Log and other necessary communication logs from shift to shift.
• Maintain stock/cleanliness in the market area.
• Follow approved laundry procedures, ensure understanding of operation of washers and dryers; assist with folding linen accord to proper standards.
• Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.

This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work. Standing, walking for long periods of time while maintaining a friendly professional image. May be required to work any day/shift, including weekends.

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.