Guest Services Representative

Job Description Summary

Accommodates guests of the Hotel by performing the following duties.

• Monitor and analyze room inventory to maximize occupancy and increase average rate.
• Answer the telephone using appropriate greeting.
• Process guest telephone requests in a timely manner.
• Understand and implement new and existing front office procedures.
• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice and positive body language.
• Compute bill, collect payment, and make changes for guest; verify and imprint credit card for authorization using VISA NET.
• Help train new and existing employees for the efficient operation of the department.
• Assign reservations based on resort availability and guest preference. Offer choice of smoking or non‑smoking rooms and notify guest of check‑in and check‑out times.
• Keep records of room availability and guest accounts, and deposit guests’ valuables in hotel safe deposit boxes.
• Memorize and communicate deposit and guarantee policies. Issue room keys and provide escort instructions to bellhop.
• Accurately process transactions.
• Carry out responsibilities in accordance with the organization’s policies and procedures.
• Assist in training Guest Representatives I in taking reservations and operating computer terminals and printers to store and receive reservation data.

None

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

High School Diploma, GED, or equivalent combination of education and experience.

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Also may be subjected to a smoke‑filled environment. Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalade when located in the casino environment.

Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and have sufficient dexterity of hand in order to use office equipment including, but not limited to, a computer keyboard, calculator, general office equipment and multi‑line telephone.