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Guest Services Representative/Front Desk

Company: Holiday Inn Express and Suites
Location: Thomasville
Posted on: November 26, 2022

Job Description:

Job Description

At *Holiday Inn Express*, we want our guests to rest and feel energized and ready for the day ahead which means we need team members to demonstrate the following service behaviors:
* *Make a Connection*- show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way
* *Be Helpful*- familiarize yourself with all the services in the hotel and the local area to answer any question and give guests what they need to find their own way
* *Be Efficient*- take ownership and play your part to get things done by making things easier for our guests; doing as much as in advance and multi-task when required to get the job done
*Job Overview: *
* Represents the hotel to the guest throughout all stages of the guest's stay.
* Determines a guest's reservation status and identifies how long the guest will stay.
* Assists guests to complete registration cards and then assigns rooms, accommodating special requests whenever possible.
* Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.
* Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
* Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
* Must be sales-minded when presenting options and alternatives to guests and offers assistance in making choices.
* Knows the location and types of available rooms as well as the activities and services of the property.
* Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, Foreign currency exchange etc.
*Duties and Responsibilities: *
* Assists in preregistration and blocking of rooms for reservations.
* Register guests, assigns rooms, and processes check-outs. Accommodates special requests whenever possible.
* Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
* Understands room status and room status tracking.
* Knows room locations, types of rooms available, and room rates.
* Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
* Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
* Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
* Performing cashier related functions like posting charges to guest accounts, currency exchange, etc.
* Knows how to use front office equipment.
* Follows procedures for issuing and closing safe deposit boxes used by guests.
* Uses proper telephone etiquette.
* Uses proper mail, package, and message handling procedures.
* Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
* Reports any unusual occurrences or requests to the General Manager or Assistant General Manager.
* Knows all safety and emergency procedures, aware of accident prevention policies, and understands when incident reports need to be completed.
* Maintains the cleanliness and neatness of the front desk area.
* Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
* Maintains security of equipment, keys and supplies issued each day.
* Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction for resolution
* Provides a professional image at all times through appearance and dress code requirements.
* Follows company policies and procedures.
* May be required to participate in team meetings as scheduled
* Perform other duties as assigned by supervisor or management
*Additional Requirements: *
* Being passionate about people and service
* Must be able to stand for 8 hour shifts while at working at front desk
* Carrying or lifting items weighing up to 50 pounds / 23 kilograms
* Handling objects, products and computer equipment
* Basic computer skills to operate various property management and reservations systems, etc.
* Basic math skills are used frequently when handling cash or credit.
* Strong communication skills essential when interacting with guests and employees
* Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
* Problem solving, reasoning, motivating and training abilities are often used
* Have the ability to work a flexible schedule including nights, weekends and/or holidays

The Guest Services Respresentative is to greet all guests when they enter the lobby area and ensure that we are meeting guest standards. The Guest Services Associate is also responsible for handling all guest requests or complaints during the shift. This position is part of the Front Office department and reports to the General Manager or Assistant General Manager. Typically supports all positions in a small limited-service single site hotel with a limited range of facilities.

The hotel operates 7 days a week 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.

Job Type: Full-time

Pay: $9.00 - $10.00 per hour

* Employee discount
* 8 hour shift
* Evening shift
* Weekend availability

Work Location: One location%58047475%

Keywords: Holiday Inn Express and Suites, Tallahassee , Guest Services Representative/Front Desk, Other , Thomasville, Florida

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