Job description

POSITION DESCRIPTION

Guest Service Representative

Reports To: Front Office Manager

Purpose of the Position:
To perform in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited to check-in and check-out of guests, which contributes to an overall positive experience.

Essential Responsibilities:

• Takes the initiative to greet guests in a friendly and warm manner.
• Registers and assigns rooms to guests.
• Issues room key and instructions to bell person or directly to guest as appropriate, without announcing room numbers.
• Transmits and receives messages using telephone, fax, and switchboard.
• Answers inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Keep records of room availability and guests’ accounts.
• Computes bill. Collects payment and makes monetary change for guests.
• May make, confirm and cancel reservations for guests.
• Posts charges such as room, food, liquor, or telephone by hand or machine.
• May make restaurant, transportation, or entertainment reservations for guests.
• May deposit guests’ valuables in the hotel safe or safe-deposit box.
• Understands and enforces the hotel's company credit policies.
• Accounts for all cash and makes deposits in accordance with company policies.
• Communicates effectively with other front office and hotel departments.
• Reports to work for scheduled shift, on time and in uniform in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Embrace O’Reach, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety culture.
• Performs other duties and responsibilities as required or requested.
• If functioning in a Lead Capacity: (a) takes responsibility for assigned team members in the absence of the

Supervisor, (b) assigns work duties, and ensures proper performance of assigned team members.

Guest Service Representative Page 1 7/15/2019

Skills & Abilities:

• Strong leadership, management, organizational, and communication skills.
• The ability to spot and resolve problems efficiently.
• Excellent verbal and written communication skills.
• The ability to deliver results.
• The ability to work well with, as well as motivate, a variety of personality types and maintain tact and diplomacy throughout all interactions.
• The ability to multitask and prioritize.
• Experience with relevant brand-specific PMS.
• Have computer skills, which include Microsoft Word, Microsoft Excel, etc.

Education & Experience:

• High School diploma or GED is preferred.
• Experience in hospitality customer service is preferred, but not required.

Hours:

• Due to the nature of the business, schedules may vary and include nights, weekends, and holidays.

Physical Requirements of the Position:

• Standing for long periods of time.
• Light Work: Exerting up to 40 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time), and/or up to 20 pounds of force frequently (Frequently: activity or condition exists up to 1/3 to 2/3 of the time), and/or a negligible amount of force constantly (Constantly: activity or condition exists up to 2/3 or most of the time) to move objects.
• May be required to lift in excess of 40 pounds on occasion.

Work Conditions:

• Inside work environment. Not substantially exposed to adverse conditions.

Job Types: Full-time, Part-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

COVID-19 considerations:
This company is up to date and compliant with CDC Guidance.

Ability to commute/relocate:

• Springfield, MO 65804: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Word: 1 year (Required)
• Customer service: 1 year (Preferred)
• Hospitality: 1 year (Preferred)
• Microsoft Excel: 1 year (Preferred)

Work Location: One location

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