Guest Service Representative - Hotel

Work setting

• Urban area
• Hotel, motel, resort
• Resort

Responsibilities

Tasks

• Register arriving guests and assign rooms
• Process group arrivals and departures
• Take, cancel and change room reservations
• Provide information on hotel facilities and services
• Provide general information about points of interest in the area
• Investigate and resolve complaints and claims
• Exchange foreign currency
• Process guests' departures, calculate charges and receive payments
• Balance cash and complete balance sheets, cash reports and related forms
• Maintain an inventory of vacancies, reservations and room assignments
• Follow emergency and safety procedures
• Clerical duties (i.e. faxing, filing, photocopying)
• Answer telephone and relay telephone calls and messages
• Assist clients/guests with special needs
• Handle wake-up calls
• Perform light housekeeping and cleaning duties
• Provide customer service
• Work with minimal supervision

Experience and specialization

Computer and technology knowledge

• Multi-line switchboard
• Central reservation system (CRS)
• Spreadsheet
• Internet

Sales experience

• Hotel and convention services

Additional information

Security and safety

• Bondable

Transportation/travel information

• Own transportation
• Valid driver's licence
• Public transportation is not available

Work conditions and physical capabilities

• Attention to detail
• Fast-paced environment
• Standing for extended periods
• Work under pressure

Personal suitability

• Client focus
• Dependability
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Flexibility
• Judgement
• Organized
• Reliability
• Team player

Benefits

Long term benefits

• Group insurance benefits
• Other benefits

Other benefits

• Free parking available
• On-site amenities
• On-site recreation and activities