Guest Service Representative

To assist in the efficient day-to-day functioning of the Front Office to the agreed Standard.

• Displays the highest standards of customer service at all times, welcoming customers in a polite,

Gracious and enthusiastic manner; paying attention at all times; anticipating and meeting their needs.

• Responds quickly and positively to guests' questions, requests, problems, and complaints and resolves them effectively and consistently.
• Maintain overall knowledge of the resort and provide proactive assistance to customers when appropriate using clear and concise conversation.
• Always smile and engage our guests first, using their name when appropriate and maintain eye contact at all times.
• Demonstrates departmental knowledge and efficiency at all times.
• Stays well groomed, looking professional, clean, and appropriately fitted in compliance with the company's standard.
• Follow and enforce health, welfare, and safety policies and procedures to ensure a safe environment for all guests and fellow team members.
• Ensure your workspace is cleaned and sanitized as directed by the Company. (these processes may change from time to time based on seasonality or recommendations from our Health and Safety Department).
• Practice good hygiene prior to reporting work and when returning to your assigned workstation.

This includes, but is not limited to washing your hands, avoid touching your face, limiting unnecessary physical contact with others, coughing/sneezing into a tissue or the inside of your elbow, and disinfecting frequently used items and surfaces in your work area as directed by Management using company provided cleaning products.

• Wear company issued Personal Protective Equipment such as masks or gloves from time to time as directed by the Company.
• Welcome guests using courteous and professional communication skills.
• Register guests, ensuring correct and accurate information is obtained at all times.
• Post charges, such as rooms, late check-out fees, gratuities.
• Updates and maintains current and accurate guest information, with a detailed knowledge of hotel staff, services, and hours of operation.
• Maintains and controls all guest room keys.
• Liaises with other departments to ensure an accurate room status is maintained on all check-outs, late check-outs, early check-ins, and special room requests.
• Assign guest rooms as stipulated by individual reservations, paying close attention to special requests.
• Ensure that the Front Desk is equipped with supplies necessary to maintain an efficient Operation.
• Be aware of all safety and emergency procedures.
• Answer the telephone in a pleasant manner following the company standard.
• Check out guests, ensuring bills are accurate and proper.
• Check out guests, ensuring bills are accurate and proper collection of monies owed is obtained.
• Ensure an accurate pit check is carried out during shift.
• Check all rooms reservations for future arrival.
• Maintains a daily logbook for actions to be taken by management or fellow employees.
• Ensure that all changes in guest room information are made accurately.
• Maintains visual security of lobby area reporting any unusual occurrences to management and/or security.
• Walk guests to other hotels as necessary.
• Arrange transportation for guests when required.
• Assist in the confirming of dinner reservations.
• Assist in handling of guest complaints as positions allow.
• Complete Shift Summary at the end of each shift.
• Ensure that all equipment is functioning properly within the department. Report all malfunctions to the supervisor immediately i.e. Terminals, Printers, Key Machine and Telephones.
• Check AED machine and First Aid Kit daily to ensure that all items are in place in the event of an emergency. Follow all safety and emergency standards at all times i.e. Codes 1,2,3, etc.
• Attend all training sessions and meetings as required.