Guest Services Representative - Best Western Plus

Fusion9; Mississippi; On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Services Representative. In this role, you will play a pivotal part in ensuring guests have a memorable experience by assisting them with check-ins and check-outs, resolving any issues, and maintaining positive relations. Your ability to anticipate guest needs and respond promptly will be key to your success. This full-time position offers a chance to grow within a supportive environment while contributing to a positive culture at the hotel. If you have a passion for customer service and a desire to thrive in a fast-paced setting, this is the perfect opportunity for you.

Qualifications

• 1-2 years experience in a similar position.
• Basic computer skills required.

Responsibilities

• Assist guests with check-in and check-out processes.
• Resolve guest complaints and ensure satisfaction.
• Maintain knowledge of hotel features and services.

Skills

Customer Service

Communication Skills

Problem Solving

Basic Computer Skills

Education

High School Graduate or GED

Tools

PMS Software (Opera, Visual Matrix, OnQ)

Job description

Guest Services Representative - Best Western Plus

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Guest Services Representative - Best Western Plus

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The GSR is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of, or where to access to following information:
• a) all hotel features/services, hours of operation.
• b) all room types, numbers, layout, decor, appointments and location.
• c) all room rates, special packages and promotions.
• d) daily house count and expected arrivals/departures.
• e) room availability status for any given day.
• f) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Attend monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.
  

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (Opera, Visual Matrix, OnQ, etc.).
• Valid driver license required to valet guest cars as needed.
  
  

PI268935866

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Restaurants

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