Guest Service Associate

工作内容

Guest Service Associate is a professional responsible for providing front desk assistance to guests in hotels or other similar hospitality establishments. He or she greets guests and assigns them their rooms, processes check-in and check-outs. He or she manages reservations, takes calls and correspondence to guests and relevant departments to fulfil requests of clients. A Guest Service Associate also processes payments and act as information source. Besides, being the primary point of contact a Guest Service Associate also coordinates with hotel personnel to ensure guests are satisfied with services provided to them.Guest Service Representative ResponsibilitiesOrganize and coordinate group check-in/pre-registration proceduresSell a room/accommodation to guests without reservationsAnticipate sold-out situations, identify how many rooms are over-committed; obtain alternative accommodations for guests with reservationsBlock rooms in the computer, identify designated requirementsPerform duplicate reservation checksRun and check daily reports/contingency listsSupply guests with directions and informationAnswer, record, and process all guest, requests, questions, or concerns; follow up to ensure each has been met to guests satisfactionArrange transportation for guests/visitorsIssue safe deposit boxesCount and secure bank at beginning and end of shiftCash-guests checks, process all payment types, vouchers, paid-outs, charges, and provide changeAssist management in motivating and coaching employees; serve as a departmental role modelFollow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assetsWelcome and acknowledge guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciationSpeak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquetteDevelop and maintain positive working relationships; support team to reach common goalsEnsure adherence to quality standards; identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savingsStand, sit, or walk for an extended period of timeEnter and locate information using computers/POS systemsMove, lift, carry, push, pull, and place objects weighing less than or equal to 25 poundsGuest Service Representative RequirementsPerform other reasonable job duties as requested by SupervisorsHigh school diploma or GED.5+ years of customer service experience.Certificate or diploma in hospitality advantageous.Exceptional interpersonal skills.Excellent written and verbal communication.Good time management and organizational skills.Conflict resolution experience.Patience and good listening skills.This job is provided by Shine.com