Guest Service Representative

Residence Inn Warner Robins, GA; Warner Robins (GA); On-site; USD 29,000 - 42,000; Full time

Job summary

Residence Inn Warner Robins is seeking a courteous front desk leader to provide exceptional guest service while driving revenue through selling hotel services. You will act as Manager on Duty, respond to guest requests, and coordinate with management to maintain standards.

The role requires knowledge of guest relations, strong English communication, and ability to operate the PMS, balance cash and postings, and assist in other departments to ensure guest satisfaction.

Qualifications

• Experience in service, sales, telesales or guest relations preferred
• Proficient in written and spoken English
• Ability to operate property management systems and handle guest transactions

Responsibilities

• Greet and register guests, provide room assignments and maintain privacy
• Promote and sell hotel services and amenities
• Encourage repeat business by taking future reservations and offering recommendations
• Identify sales leads during guest interactions and report to the manager
• Coordinate with housekeeping and other departments on special requests and guest needs
• Learn and utilize PMS and ensure cash, checks and postings balance at shift end
• Assist in other areas (F&B, housekeeping) to support guest satisfaction
• Maintain a clean and professional lobby and dining areas
• Follow safety procedures and report hazards immediately
• Maintain Service Recovery logs and communication logs across shifts

Skills

Guest relations

Communication skills

Problem solving

Computer literacy

Education

High school diploma or equivalent

Tools

PMS

Job description

Description

Provides excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue.

Responsible for the total front office operations: Acts as Manager on Duty as needed, responds immediately to guest requests, represents the hotel in the morning and afternoon hours, maintains thorough communication with management staff.

PREREQUISITES

Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

• Experience in service, sales, telesales or guest relations type of industry preferred
• High school diploma or equivalent of same

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
• Frequent Stay Program
• Reservations procedures including cancellations and “walking” guest
• Phone etiquette and answering procedures
• Area shopping, dining, entertainment and travel directions to assist guest inquiries.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
• Proficient in written and verbal English
• Problem solving and conflict resolution skills

Abilities:

• Multi task, remain associate and guest service centric.
• Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
• Assist with guest issues with professionalism, maintaining hospitable attitude

SPECIFIC RESPONSIBILITIES

1. Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.
2. Promote and sell services/amenities of the hotel.
3. Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
4. Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.
5. Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
6. Check all credit cards for validity before the end of the shift.
7. Learn and utilize PMS.
8. Ensure all cash, check and miscellaneous departments are in balance at shifts end.
9. Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction.
10. Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc.
11. Have a thorough working knowledge of emergency procedures.
12. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
13. Report any unusual occurrences or request to the manager.
14. Maintain certification from a responsible
15. Utilize Service Recovery Log and other necessary communication logs from shift to shift.
16. Maintain stock/cleanliness in the market area.
17. Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen accord to proper standards.
18. Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

• This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
• Standing, walking for long periods of time while maintaining a friendly professional image.
• May be required to work any day/shift, including weekends.

POSITIONS FOR POSSIBLE ADVANCEMENT

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.