Guest Service Representative - Night Auditor

LBA Hospitality; Little Rock (AR); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Guest Service Representative to enhance the guest experience through excellent service and hospitality. This role involves managing front office operations, responding to guest requests, and executing strategies to boost hotel revenue. Candidates should possess strong communication skills, a friendly demeanor, and the ability to multitask effectively. The position offers opportunities for advancement within the company, making it ideal for those looking to grow their career in hospitality. If you are passionate about providing exceptional service and creating memorable experiences for guests, this could be the perfect opportunity for you.

Qualifications

• Must possess honesty and trustworthiness for security clearance.
• Experience in guest relations or sales is helpful but not mandatory.

Responsibilities

• Greet and register guests, providing room assignments and maintaining privacy.
• Promote hotel services and assist with guest issues professionally.

Skills

Guest Service

Cash Handling

Communication Skills

Multi-tasking

Computer Literacy

Education

High School Diploma

Degree in Hospitality (helpful)

Tools

Property Management System (PMS)

Job description

Provide 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, responds immediately to guest requests, represents the hotel in the late evening and early morning hours, maintains thorough communication with management staff.

PRE REQUISITES

Guest Service Representatives have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.

• Experience in accounting, sales, telesales, service or guest relations type of industry is helpful but not mandatory.
• High school diploma or equivalent of same, degree helpful but not required.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

For this position specifically:

• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear.
• Must be able to speak and read English; the ability to communicate in another language may be helpful.
• Must display professionalism, honesty, and trustworthiness at all times.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge in:

• Manager on Duty functions.
• Cash and credit card handling, balancing charges.
• Safety and security measures.
• 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, be able to answer inquiries of shopping, dining, entertainment and travel directions.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.

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.
• Able to work unsupervised and be productive at all times, even overnight.

SPECIFIC RESPONSIBILITIES

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
• Promote and sell services/amenities of the hotel.
• Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
• Be aware of potential sales leads and contacts through guest interaction. Report information to the appropriate individual.
• Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
• Check all credit cards for validity before the end of the shift.
• Learn and utilize PMS.
• Ensure all cash, check and miscellaneous departments are in balance at shifts end.
• Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction.
• Help maintain a clean and professional lobby, dining area; dusting, vacuuming, cleaning tables, etc.
• Have a thorough working knowledge of emergency procedures.
• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
• Report any unusual occurrences or requests to the manager.
• Maintain stock/cleanliness of the Market area if applicable.
• Maintain certification from a responsible vendor training if alcohol is served.
• Be flexible in regard to work schedule.
• Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

Standing, walking for long periods of time while maintaining a friendly professional image. Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.

POSITIONS FOR POSSIBLE ADVANCEMENT

The next step for this position is in a training capacity. The ability to teach skills and competencies will enhance leadership skills in preparations for further promotion. Once that is achieved, the individual may be promoted to an AGM or GSM position.

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.