Guest Service Representative
21 days ago
Overland Park
Job DescriptionDescription: The Guest Service Representative is responsible for delivering exceptional customer service to guests, ensuring a smooth check-in and check-out process, and addressing guest needs promptly. This role plays a critical part in creating a positive and memorable guest experience. Responsibilities & Duties • Register guests and assign rooms, accommodating special requests whenever possible., • Assist with pre-registration and room blocking for reservations., • Verify payment methods and follow credit-checking procedures., • Handle guest complaints and requests professionally., • Answer phones, make reservations, and update guest information in the system., • Maintain guest room key storage and safe deposit box access., • Coordinate room status updates with housekeeping., • Process guest check-outs and perform cashier-related functions., • Use proper telephone etiquette and handle mail, packages, and messages., • Communicate hotel services and amenities to guests., • Attend department meetings and follow safety and emergency procedures., • Excellent communication skills, • Detail-oriented, • Ability to multitask in a fast-paced environment, • Professional demeanor, • Valid driver license legally allowing driving for work purposes during working hours, • Must be able to work nights, weekends, and holidays, • Fast-paced environment with frequent guest interaction, • Ability to stand and walk for extended periods of time while working at the front desk and assisting guests, • Ability to sit for extended periods while performing computer-based tasks, reservations, and reporting, • Ability to alternate between sitting and standing throughout the shift as operational needs require, • Occasional lifting, carrying, pushing, or pulling of items such as packages, guest amenities, or office supplies, generally not to exceed 25 pounds, • Manual dexterity sufficient to operate computers, telephones, credit card terminals, key systems, printers, and other front desk equipment, • Visual ability to read computer screens, guest information, reports, and signage, • Auditory and verbal ability to communicate clearly and professionally with guests, coworkers, and management in person and by telephone, • Ability to move throughout the hotel to assist guests, deliver items, or respond to service needs, • Ability to work flexible hours, including evenings, weekends, holidays, and overnight shifts, as required by hotel operations