Guest Services Rep

Job Summary

Responsible for operating the front desk area, including guest check-in/out process, perform coffee service from 6:30AM to 10AM, assist with laundry/housekeeping, oversee removing everything from the rooms when guests check out, make sure common areas are cleaned, and answering guest calls. Responds to and services guest’s needs in a friendly, courteous, and efficient manner. Must be hands on in all aspects of the day-to-day operation with the focus on excellent customer service and exceptional guest experience.

Responsible for operating the front desk area, including guest check-in/out process, perform coffee service from 6:30AM to 10AM, assist with laundry/housekeeping, oversee removing everything from the rooms when guests check out, make sure common areas are cleaned, and answering guest calls. Responds to and services guest’s needs in a friendly, courteous, and efficient manner. Must be hands on in all aspects of the day-to-day operation with the focus on excellent customer service and exceptional guest experience.

• Responsible for greeting guests.
• Ensures that all areas of the Inn are properly cleaned and ready for guests' arrival.
• Anticipates and assesses guests' needs and responds in a courteous and professional manner.
• Ensure front desk operations are carried out.
• Plans for, shops for, and prepares breakfast for all guests daily.
• Coffee Service from 6:30AM-10AM Monday - Thursday
• Communicates with hotel management and/or maintenance to report maintenance and/or repair needs.
• Monitors and maintains proper inventory of all supplies, cleaning, kitchen, guest toiletries, etc.
• Ensures housekeeping supplies are well maintained.
• Assists in all housekeeping duties.
• Prepares accurate and timely reports as required.
• Knowledge of fire alarm system and evacuation procedures.
• Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control.
• Must have good knowledge of surrounding area.
• Inspects rooms and all common areas on a daily basis and promptly addresses any and all issues that may be present.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Must perform any other required duties as requested by hotel Manager to aid in better operation of the hotel and service to the guests.
• Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, guest issues, etc.
• Accurately counts and accounts for cash banks prior to and at the end of each shift.
• Immediately report any guest issues to the hotel manager and handles all issues within reason.
• Does not participate in personal conversations either in person or on telephone or cell phone.
• Assist guest with luggage as needed.
• Well-groomed and in uniform while on property.
• Does not eat, drink, or smoke in sight of a guest.

• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment.
• Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message.
• Must pose a passion to serve.
• Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension.
• Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Must have a valid driver’s license and dependable transportation available.
• Must have an outgoing personality, be well organized, and detail oriented.
• Must be able to work a flexible schedule to include evenings, nights, weekends, and some holidays.
• Must have a good work ethic, be honest and work well…