Front Desk Agent PM at the Residence Inn Raleigh Downtown

Summit Hospitality Group : Guest Service Representative Job Description

The Hotel Guest Service Rep. for Summit Hospitality Group is responsible for providing our guest with memorable service all while conducting various daily operations.

Daily operations consist of guest interaction by recording and communicating guest special requests and problems to appropriate department to ensure that they have been addressed in a timely and professional manner.

The Guest Service Rep. will :

• Provide customer service to guests in an intelligent and professional manner
• Run shift reports / journals from Front Office Systems
• Prepare daily arrivals / departure reports with a strong focus on guest requests
• Make corrections and adjustments and handle all computer problems that might occur throughout the shift
• Review and correct discrepancies in the Front Desk System
• Ensure complete guest satisfaction
• Complete guest registration process
• Verify and imprint guest credit cards for authorization
• Be well versed in cash handling and accurately balance house bank
• Assign guests rooms based upon preferences and availability
• Drive the revenue management process by selling rooms at various rates
• Handle guest issues and concerns in a tactful manner and work to achieve a satisfactory resolution
• Answer questions in regards to hotel facilities and services
• Answer the telephone and book reservations
• Answer guest inquiries for local directions / events
• Recommend local area restaurants, points of interest, or needs for transportation
• Maintain cleanliness of front desk, lobby, and back office
• Follow up promptly with guest check-ins, complaints, and other requests
• Interact in a professional manner with other departments and employees to ensure a good working relationship and hospitable atmosphere for guests
• Understand all emergency procedures for incidents, accidents, fire, safety, or criminal activity
• Participate in Hotel Safety Committee
• Ensure the quality standards for the hotel brand and Summit Hospitality Group are maintained for property, product, and people
• Duties are subject to change and additional duties may be assigned as needed
• Able to drive company's vehicle for guest transportation to / from
• Assist with setting up meeting rooms

The work environment includes :