Guest Services Representative

The Guest Service Representatives are responsible for providing attentive, courteous and efficient service to all guests prior to arrival, during their stay and upon departure while maximizing room revenue and occupancy.  To ensure a positively memorable experience is had by guests through exceptional quality and service. 

Position Responsibilities:  

• Must be attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system including check-in, check-out and reservation process.
• Greet, register and assign rooms to guests. Be sure to issue room keys to guest or bell staff without announcing room numbers verbally.
• Answer guest inquires about hotel service, facilities, hours of operation, restaurants, transportation and entertainment.
• Knowledge of all rates, packages and special promotions.
• Be familiar with all in house groups. Be aware of closed out and restricted dates.
• Maintain confidentiality of guest and proprietary information, protecting company assets.
• Handles guest challenges in a friendly and courteous manner
• Answers all phone calls in a friendly and courteous manner.
• Comply with all Legacy Hotel and IMG credit policies.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Maintain regular attendance in compliance with Legacy Hotel and IMG standards, as required by scheduling which will vary according to the needs of the hotel.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Have knowledge of and assist in emergency procedures as required.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Assist other departments when needed to ensure world class service to guests.
• Adhering to all company policies, procedures and business ethic codes.
• Attend meetings as required by management.
• Perform any other duties as requested by management. 

Knowledge, Skills, & Abilities:   

• Previous experience in hotel Guest Services is preferred but not required.
• High School diploma or equivalent required.
• Flexible and long hours sometimes required.
• Ability to lift and move objects weighing 20 lbs. or more
• Ability to stand during entire shift.
• Must be able to convey information and ideas clearly.
• Must maintain composure and objectivity while in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must have a positive attitude and have a team mindset.
• Ability to work all shifts, including weekends, evenings, and holidays.