Guest Services Rep
Company: Homewood Suites - Vista Host Inc
Posted on: November 17, 2021
POSITION TITLE: Guest Service Representative
REPORTS TO: Guest Service Manager/ Assistant General Manager /
A Guest Service Representative is responsible for all guest
interaction at the front desk including guest registration,
departure processing, and communication of hotel services.
Extremely customer focused, this role creates opportunity for an
engaging, outgoing personality to shine and create a positive guest
experience. Other duties may include processing forms of payment
and responding to guest inquires. This position will be responsible
for following all procedures and duties set by management, which
may include tasks outside of standard front desk operations. You
are responsible for creating a positive guest experience to the
standards set forth by showing a high level of ownership and
DUTIES AND RESPONSIBILITIES:
Provide exceptional customer service to all hotel guests, making
their stay as comfortable and accommodating as possible while
achieving team and brand goals.
Perform quality assurance (QA) requirements for department.
Ensure that all policies, procedures, federal, state and local
ordinances with regard to personnel, security, cash handling, guest
relations and safety are followed.
Remain highly visible and readily available for guests at all
Take initiative to offer assistance or answer questions throughout
Adhere to hotel credit policies and procedures, including credit
card authorization, direct bill accounts, cash-payments,
incidentals deposits, etc.
Manage guest complaints, ensuring superior guest satisfaction.
Document all guest requests, complaints or problems immediately and
notify designated department/personnel for resolving the situation.
Take as much ownership as possible and follow up to ensure
completion and guest satisfaction.
Greet, register, suggestively sell (and upsell) rooms, issue room
keys, and assign rooms to guests in an efficient, warm and friendly
Answer inquiries pertaining to the hotel and its amenities, local
food, area attractions and provide travel directions.
Accurately check out guests and communicate departures with
Make, confirm and cancel reservations via telephone, computer and
Answer and route internal and external phone calls in an
articulate, friendly manner using prescribed procedures.
Update the shift-to-shift log regularly and accurately to ensure
proper communication between shifts is maintained.
Maintain the cleanliness and organization of the hotel lobby,
coffee stations, and front desk area.
All other duties as assigned/required.
Must be able to communicate in English both written and
Must be able to stand for long periods of time.
Must be able to lift 20 lbs.
Brand: Homewood Suites
Address: 2451 West Jack Warner Parkway Tuscaloosa, AL - 35401
Property Description: Homewood Suites Tuscaloosa
Property Number: 69
Keywords: Homewood Suites - Vista Host Inc, Tuscaloosa , Guest Services Rep, Hospitality & Tourism , Tuscaloosa, Alabama
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