Guest Service Representative (GSR)

Guest Services Representative

Would you like to join an incredible team of hotel ambassadors and work in a respectful and progressive environment that values what people bring to the team? Then you might be our next Guest Services Representative! Our GSR is responsible for assisting guests at check-in and check-out, answering and processing phone calls, plus handling all special request for services or information in accordance with brand and Gulf Coast standards, policies, and procedures.

Reports to : General Manager (GM) and / or Senior Guest Services Representative

Primary Job Duties

• Organize, confirm, process and conduct all guest check-ins / check-outs, room reservations, requests, changes and cancellations in a friendly and responsive manner.
• Secure payment, verify billing, verify customers' credit and establish how the customer will pay for the accommodation. Compute bill, collect payment and make change for guests.
• Ensure that all service provided is consistently prompt and courteous and designed to meet high standards of quality to result in guest satisfaction and repeat business.
• Keep current on hotel policies concerning room / sign rates, group and other discounts and special offerings.
• Maintain proficiency in all location computer and software systems.
• Issue room keys, identify and explain room features to guests. Supply guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
• Run reports of room availability / inventory management and guest accounts and post payments to guest folios.
• Perform bookkeeping activities including running reports and posting payments to guest folios.
• Respond to guest comments or complaints, referring customers to GM as necessary.
• Contact housekeeping or maintenance staff when guests report problems.
• Know the property's emergency procedures and respond to any / all emergency situations (police, fire, emergency responder, weather, building electrical outage, water line breaks, etc.) in a timely manner.
• Assist other associates in completing their respective duties, as necessary, to achieve guest ready rooms, public areas and outstanding customer service.
• Clean and maintain lobby area, entrance doors, sidewalks, and emergency exit.
• Work in laundry room area loading and unloading washers and dryers and folding linens.
• Wear appropriate attire per the dress code.
• Notify GM or Maintenance Support of any needed repairs.
• May serve as Manager-on-Duty in GM and AGM absence.
• May be asked to stay on site in the event of a catastrophe.
• Other duties as assigned.

Essential Skills

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Requirements

What We Offer