Guest Service Representative

Job Summary

Guest Service Representatives are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy. 

Essential Job Functions

• Approach all encounters with guests and employees in a friendly, service-oriented manner. 
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Always comply with Mid-Continent Hospitality standards and regulations to encourage safe and efficient hotel operations. 
• Always maintain a friendly and warm demeanor.
• Greet and welcome all guests approaching the front desk in accordance with Mid-Continent Hospitality standards. 
• Maintain proper operation of the telephone switchboard and ensure that all Mid-Continent Hospitality performance standards are met. 
• Handle requests for information, mail and messages in an efficient and courteous manner. 
• Answer guest inquiries about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurant, transportation, entertainment, etc. 
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel. 
• Follow all Mid-Continent Hospitality credit policies.
• Be aware of all rates, packages and special promotions; be familiar with all in-house groups; be aware of closed-out and restricted dates. 
• Obtain all necessary information when making room reservations and follow the rate quoting scenario. 
• Be familiar with all Mid-Continent Hospitality policies and house rules as well as hospitality terminology. 
• Have knowledge of and assist in emergency procedures as required. 
• Handle check-ins and check-outs in a friendly, efficient and courteous manner. 
• Fully understand and be able to operate all relevant aspects of the front desk computer system. 
• Always use proper two-way radio etiquette when communicating with other employees. 
• Employees must always be attentive, friendly, helpful and courteous to all guests, managers and all other employees. 
• Maintain compliance with all company policies and procedures. 
• Perform related duties as assigned by supervisor.

Required Skills/Abilities:

• Guest Service Representatives must possess a positive and upbeat personality with the desire to deliver outstanding customer service to our agents. 
• Guest Service Representatives must have the ability to multi-task, be detailed-oriented, and be able to solve problems in order to be effectively deal with internal and external customers. 
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations. 
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. 
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests. 
• Must maintain composure and objectivity while under pressure. 

Education and Experience:

• College course work in related field helpful.
• Experience in a hotel or a related field helpful.
• High School diploma or equivalent required. 

Physical Requirements:

• Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Ability to stand during the entire shift.