Job description

Guest Service Representative – Front Desk

Holiday Inn Express Arcadia

PRE REQUISITES:

Experience in service, sales, tele sales or guest relations type of industry is helpful, not mandatory. IHG Opera experience desirable.

SUMMARY OF ESSENTIAL JOB FUNCTIONS Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating. For this position specifically: Must be able to push or pull 60 pounds and lift and/or carry 30 pounds. Must be able to stand for eight hours, bend, stretch, reach. Must be able to see and hear. Must be able to speak and read English, the ability to communicate in another language may be helpful. Must display professionalism, honesty and trustworthiness at all times.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES Knowledge in: Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts. Frequent Stay Program Reservations procedures including cancellations and walking guest Phone etiquette and answering procedures, be able to answer inquiries of shopping, dining, entertainment and travel directions. Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events. Manager on Duty functions when necessary or as scheduled Skills: Computer literate to thoroughly operate property management system: OPERA experience desired, post charges, compute bills, run night audit, send data and manager reports, collect payment and make change. Abilities: Multi task, remain associate and guest service centric. Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication logs. Assist with guest issues with professionalism, maintaining hospitable attitude.

SPECIFIC RESPONSIBILITIES Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible. Promote and sell services/amenities of the hotel. Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products. Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual. Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas. Check all credit cards for validity before the end of the shift. Learn and utilize PMS. Ensure all cash, check and miscellaneous departments are in balance at shifts end. Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction. Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc. Have a thorough working knowledge of emergency procedures. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately. Report any unusual occurrences or request to the manager. Must be flexible in regard to work schedule, understanding hospitality is a 24/7 industry and evenings/overnight/holidays and weekends may be required. Utilize Service Recovery Log and other necessary communication logs from shift to shift. Maintain stock/cleanliness in the market area. Other duties as assigned, of which the associate is capable of performing.

WORKING CONDITIONS/SPECIAL REQUIREMENTS Standing, walking for long periods of time while maintaining a friendly professional image.

POSITIONS FOR POSSIBLE ADVANCEMENT The next step for this position is in a training capacity. The ability to teach skills and competencies will enhance leadership skills in preparations for further promotion. Once that is achieved, the individual may be considered for an AGM or GSM position should one become available.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed. Brand: Holiday Inn Express Address: 2709 SE Highway 70, Arcadia FL 34266

Job Types: Full-time, Part-time

Pay: $12.00 - $13.00 per hour

Benefits:

• Employee discount

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Experience:

• Hotel Experience: 1 year (Preferred)

Work Location: In person

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