Job Summary
The Guest Service Representative is responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.
Major Duties and Responsibilities
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Registers guests and assigns rooms, accommodating special requests whenever possible.
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Assists in pre-registration and blocking of rooms for reservations/guest arrival.
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Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
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Training and be able to work in all shifts including Overnight shift.
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Knows room locations, types of rooms available, and room rates.
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Uses suggestive selling techniques to sell rooms and to promote enrollment in our Hilton Honors program.
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Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
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Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
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Setup lobby for cleanliness, complimentary guest amenities.
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Assist in setting us meeting rooms signage and seating coordinating with housekeeping and kitchen.
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Processes guest check-outs and ensure guests are satisfied before leaving the hotel by using your empowerment.
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Posts and files all charges to guest, master, and city ledger accounts.
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Follows procedures for issuing and closing safe deposit boxes.
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Uses proper telephone etiquette and managing challenges with HEART model.
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Uses proper mail, package, and message handling procedures.
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Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
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Attends department meetings and health and safety as required.
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Coordinates guestroom maintenance work with the engineering and maintenance division.
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Reports any unusual occurrences and handover in Quore.
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Knows all safety and emergency procedures. Is aware of accident prevention policies.
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Maintains the cleanliness and neatness of the front desk area.
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Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
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Duties associated with Guest Service Representative’s position including but not limited to the above.
Minimum Qualifications and Skills
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Must be legally adle to work on Canada.
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Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
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Excellent organizational, written and oral communication.
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Hotel experience will be advantageous.
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Night Audit experience is an asset.
Mental Effort
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Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
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Mental effort required in multi-tasking and handling interruptions that require refocusing.
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Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests
Physical Effort
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Standing at a computer for long periods of time.
Working Conditions
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Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
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Frequent handling of queries and calls from guests, potential guests, and other departments.
