Guest Service Representative

Primary Responsibilities:

• Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
• Checks guests out of the hotel; processes customer payments according to established policies and procedures.
• Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Books guest reservations or coordinates with reservation center.
• Handles departmental accounting of monies, receipts, guest accounts and otherforms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.
• Note: Other duties as assigned by supervisor or management
• Health and Safety:
• Follow hotel safe work procedures and policy, including the use of personal protective equipment.
• Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.
• Report all injuries or illnesses to a supervisor or manager immediately.
• Participate in workplace health and safety concerns or issues to the attention of the committee or health and safety representative.