Job Description:
The Guest Service Representative is a member of the Front Office team.
S/he is responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone.
As part of this job, this individual is required to: demonstrate good
computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service-oriented demeanor.
Job Duties/Requirements:
To assist guests efficiently, courteously and professionally in all Front Desk related functions, and to
maintain high standards of service and hospitality.
Provide the highest quality of service to the customer at all times.
Promptly and effectively deal with guest complaints and requests.
Check guests in and out efficiently and in a friendly manner.
Post guest charges and compute guest bill, collect payment and make change for hotel guests
following all cash handling procedures as required by Company/Hotel.
Handle guest mail and messages per established procedures.
Be very knowledgeable of Rewards program and promotions.
Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling
strategies.
Take reservation requests efficiently.
Answer switchboard in accordance with standards of proper telephone etiquette.
Block rooms and handle special requests.
Monitor room availability.
Handle safe deposits by guests per established procedures.
Keep lobby and desk area clean and presentable.
Have a thorough knowledge of emergency and security procedures.
Offer and properly handle requests for wake-up calls.
Know how to clean guest rooms to standards.
Clean lobby, meeting room, vending room, breakfast room, and back-office area.
Open and close shift make cash drops.
Ensure all credit cards, cash, and change fund are balanced throughout each shift.
Inform management of any guest or systems related complaints or problems.
Communicate with incoming staff and management by logging pertinent information in the pass on log.
Keep maintenance informed of all maintenance needs.
Pass on guest lost and found inquiries to management or supervisors.
Assist in marketing effort by completing Company Field.
Must wear proper uniform at all times in accordance with the Standards of Appearance.
Have a thorough knowledge of emergency procedures.
Practice safety standards at all times.
Be able to move luggage or packages weighing up to 40lbs.
Employee must adhere to all work rules, procedures, and policies established by the company
including, but not limited to, those contained in the employee handbook.
Must have a flexible schedule and be able to work nights and weekends.
Hours change based on business needs weekly.
16-32 hours per week.
OPERA system knowledge required.
Enroll one (1) new IHG Rewards Member for each scheduled shift.
(this is a
REQUIREMENT)
Other duties/jobs/positions assigned by management
Job Types: Full-time, Part-time
Pay: $18.
00 - $19.
00 per hour
Benefits:
* Employee discount
Schedule:
* 8 hour shift
* Evening shift
* Holidays
* Monday to Friday
* Overtime
* Weekends as needed
Work setting:
* In-person
Application Question(s):
* How many years of experience do you have using the Opera PMS at the hotels you have worked at?
Education:
* High school or equivalent (Required)
Experience:
* Hotel Experience: 1 year (Required)
Ability to Relocate:
* Rocklin, CA 95677: Relocate before starting work (Required)
Work Location: In person
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