Hotel Front Desk- Guest Services Representative

Job description

The Guest Services Representative will assist each of our Guests in a friendly, efficient, professional manner in all guest services related functions. To maintain a high standard of service and hospitality at all times

Flexibility with working overnight shifts on weekdays, weekends and holidays.

- Preference given to candidates with Hilton Experience, exposed to Pep PMS software

· Verifies accuracy of Front Desk Agents' transactions and making corrections if necessary.

· Completing daily revenue audits, posting transactions, performing end-of-day procedures,

compiling and running statistical reports for all departments, system backups and transfer of

information into Accounting system.

· Monitors customer accounts to insure adherence to hotel credit limits by completing high

balance report and verifies accuracy of registration information.

· Provides quality service to the customer by responding to their requests promptly, efficiently,

and courteously during check-in, check-out, and throughout stay.

· Registers, processes, and greets customer promptly, welcoming him/her to the hotel.

· Assist in pre-registration and blocking reservations

· Confirming, at check-in, the method of payment and at check-out, that full payment has been made.

· Make room moves where appropriate and providing room tours upon request.

· Arranges for special services requested by the customer.

· Arranges fulfillment of customer services by working with housekeeping, reservations.

· Stays current with developments in the hotel by reviewing the communication log book each

shift; updates log book for next shift.

· Stay up-to date on room rates, packages, discounts, road directions, major attractions and common local destinations as well as services and facilities’ hours of operation

· Minimizes loss of revenue by adhering to all established credit and inventory control

Procedures.

· Insures all customers establish credit upon check-in.

· Improves timeliness of cash flow by adhering to all established credit and inventory control

procedures.

· Verifies all information on reservations check-in; name, address, method of payment, etc.

· Retrieves proper name and address verification and proper approval codes for cash and credit

card paying customers.

· Increases revenues by offering customers upgraded rooms and promoting hotel amenities and

outlets.

· An open line of communication with the Housekeeping and Maintenance Team.

· Maintains a favorable working relationship with all other company employees to foster and

promote a cooperative and harmonious working environment.

· Notify housekeeping of late departures, early arrival, special requests and day rooms Report any unusual occurrences or requests to your Team Leader or Guest Services Manager

· Maintain the orderliness and cleanliness of the Front Desk and Heart of House. Monitor the neatness of the lobby.

JOB REQUIREMENTS:

· Flexibility with working overnight shifts on weekdays, weekends and holidays.

· Self-motivated, friendly, upbeat, outgoing, mature person who thrives in a fast-paced environment

· Previous Hotel experience is ideal

· Excellent interpersonal skills /Customer focused and detail oriented.

· Organizational skills, ability to multi-task with strong analytical and problem solving skills.

· Professionalism and reliability.

· Excellent communications skills

· Excellent attention to detail

· Knowledge of computers and cash handling experience an asset

· Professional attitude and appearance

· Must be a team player

· High school graduate, Post-secondary studies/diploma an asset.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• RRSP match
• Vision care

Experience:

• Customer service: 1 year (preferred)
• Hotel Front Desk: 1 year (preferred)

Work Location: In person