Front Desk Agent@Dunhill Hotel Charlotte

Overview

SUMMIT HOSPITALITY GROUP: GUEST SERVICE REPRESENTATIVE JOB DESCRIPTION

Description

SUMMIT HOSPITALITY GROUP: GUEST SERVICE REPRESENTATIVE JOB DESCRIPTION

Summary: The Hotel Guest Service Representative for Summit Hospitality Group is responsible for providing guests with memorable service while conducting various daily operations. Daily operations consist of guest interaction by recording and communicating guest special requests and problems to the appropriate department to ensure they are addressed in a timely and professional manner.

• Two (2) years previous experience as a Front Desk Representative for a name-brand hotel chain; preference for Marriott, Hilton, and Hyatt
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and quickly change direction as needs arise
• Working knowledge of FOSSE, Microsoft programming, Excel, Clover, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10 key by touch

• Provide customer service to guests in an intelligent and professional manner
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with a strong focus on guest requests
• Make corrections and adjustments and handle computer problems that may occur throughout the shift
• Review and correct discrepancies in the Front Desk System
• Ensure complete guest satisfaction
• Complete guest registration process
• Be familiar with computer systems for guest reservation information processing
• Verify and imprint guest credit cards for authorization
• Be well versed in cash handling and accurately balance the house bank
• Assign guests to rooms based on preferences and availability
• Support revenue management by selling rooms at various rates
• Handle guest issues and concerns in a tactful manner and work toward a satisfactory resolution
• Answer questions regarding hotel facilities and services
• Answer the telephone and book reservations
• Answer guest inquiries for local directions/events
• Recommend local area restaurants, points of interest, or needs for transportation
• Maintain cleanliness of front desk, lobby, and back office
• Follow up promptly with guest check-ins, complaints, and other requests
• Interact professionally with other departments and employees to ensure a good working relationship and hospitable atmosphere for guests
• Understand all emergency procedures for incidents, accidents, fire, safety, or criminal activity
• Participate in Hotel Safety Committee
• Ensure the quality standards for the hotel brand and Summit Hospitality Group are maintained for property, product, and people
• Duties are subject to change and additional duties may be assigned as needed by the manager on duty
• Able to drive the company vehicle for guest transportation to/from
• Assist with setting up meeting rooms

• Flexible work schedule including weekends; this position is referred to as first or second shift
• Able to lift 50 lbs
• Valid driver’s license
• Sitting, standing, reaching, and bending for extended periods of time