Guest Service Associate

* Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette


* Accountable for assigned cash drawer(s) and cash balances (make correct change)


* Answer and transfer calls in timely (preferably 3 rings) and courteous fashion


* Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.


* Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly


* Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room


* Maintain full knowledge of all room types, features, locations, rates


* Verify accuracy of information in property management system by entering data correctly and checking daily arrivals


* Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints


* Communicate effectively with all departments


* Develop a working knowledge of local attractions, business locations, and points of interest


* Review daily activities and groups, communicate details with co-workers and guests as needed


* Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors


* Know location, basic troubleshooting and relevant contact list for all major hotel systemsØ Knowledge of all hotels services, amenities, and hours of operation


* May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals


* Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.


* Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries


* Confirm guest satisfaction at check-out and take appropriate corrective action if necessary.

Say, "Thank you."


* Perform daily reporting requirements based on specific hotel needs


* Ensure transfer of information from shift to shift at the Front Desk


* Keep adequate inventory of front desk and guest supplies available at all times.

Communicate shortages as necessary


* Understand operation of guest room features, i.e.

HVAC units, thermostats, showers, windows, etc.