Guest Service Representative

Ahm Hotels; Lexington (KY); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel is seeking a Guest Service Representative/Front Desk Clerk to greet guests, manage check-in/check-out processes, and ensure guest satisfaction. This role requires excellent customer service and communication skills, along with a professional appearance. Join a supportive team culture that values collaboration and growth opportunities.

Benefits

Employee Rate Discounts for Hotel Stays

Team Work Environment

Opportunities for Growth

Qualifications

• Regular attendance is essential.
• Must fully comply with the hotel’s rules and regulations.

Responsibilities

• Greet customers promptly with a friendly welcome.
• Handle cash, make change, and balance an assigned house bank.
• Close guest accounts at check-out and inquire about guest satisfaction.

Skills

Customer Service

Communication

Problem Solving

Education

High School Graduation

Job description

Job Summary

We are looking for a Guest Service Representative/Front Desk Clerk who will be responsible for greeting and welcoming guests to the hotel. This role involves completing check-in and check-out procedures, accommodating special requests, and following established protocols for guest interactions.

Benefits

• Employee Rate Discounts for Hotel Stays
• Team Work Environment
• Opportunities for Growth

Responsibilities

• Greet customers promptly with a friendly and sincere welcome. Use a clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information about hotel amenities and local attractions.
• Verify and imprint credit cards for authorization, handle cash, make change, and balance an assigned house bank. Accept and record vouchers and other forms of payment. Post charges to guest rooms and house accounts using the computer.
• Complete the registration process by inputting and retrieving information from the computer system, confirming details such as the number of guests and room rate. Promote all marketing programs. Make appropriate room selections based on guest needs. Code electronic keys. Confirm room number and rate non-verbally. Provide welcome folders containing room keys, certificates, coupons, and local attractions.
• Answer the telephone promptly using a clear speaking voice. Use the hotel’s scripted greeting. Input and retrieve messages from the computer and communicate content to guests. Retrieve mail, small packages, and facsimiles as requested. Ensure all guest correspondences are kept confidential.
• Close guest accounts at check-out and inquire about guest satisfaction. Address any dissatisfaction immediately by contacting management.
• Resolve issues such as room location changes, providing additional amenities, and credit concerns.
• Record guest comments or complaints by listening and offering assistance to resolve problems such as price conflicts or heating/cooling issues.
• Perform miscellaneous job-related duties as assigned.

Requirements and Qualifications

• Regular attendance is essential.
• May be required to work varying schedules and holidays.
• Must fully comply with the hotel’s rules and regulations.
• Any combination of education and experience equivalent to high school graduation or relevant training providing the required skills and knowledge.
• Requires continual standing and movement throughout the front office area, with periods exceeding 50% of the shift.
• Maintain a well-groomed and professional appearance.

About Us

American Hospitality Management, Inc. (AHM) is a nationwide, award-winning hospitality management group servicing limited and full-service hotels, extended stay, and resort properties. Our team culture fosters a creative and collaborative environment where support and mutual assistance are prioritized.

Equal Opportunity Statement

We are an equal opportunity employer and prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.