Guest Service Representative (2037)

Guest Service Representative

Department: Guest Services

JOB OVERVIEW

Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations and interacting with guests to provide the best quality service possible. Perform sales and customer service functions related to guest registration, reservations and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service. Acts as property manager on duty when assigned.

REPORTS TO: Front Office Manager & General Manager

Team Member Handbook:

All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Apollo Hospitality Firm's Team Member Handbook is necessary since the person holding this position will be subject to the rules and regulations listed in the Handbook.

KEY RELATIONSHIPS

INTERNAL: Staff in housekeeping, laundry, maintenance, front desk, and management.

EXTERNAL: Hotel guests and visitors.

At each of our properties we want our guests to relax and be themselves which means we need you to:

• Be you by being natural, professional and personable in the way you are with people

• Get ready by taking notice and using your knowledge so that you are prepared for anything

• Show you care by being thoughtful in the way you welcome and connect with guests

• Take action by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

Financial Returns:

• Process guest registrations including the computations & collection of payments.

• Complete shift reports and process all financial transactions, including the verification & processing of credit card transactions in accordance with company policies and procedures.

• Comply with reservation procedures to confirm show or no show.

• Present statements and collect payments from departing guests.

• Post suite shop/market charges and process