Job Description
Job Title: Guest Service Representative Revised: January 9, 2012
Reports to: Front Desk Supervisor, Assistant General Manager, General Manager and Owner
Owner’s Vision Statement:
I want to be the very best out there in the market place. Each business who has happy employees, confident in their positions, given the authority to make great decisions, who think in a team concept, have natural smiles, understand our mission, and ultimately all our guests become our advertising tool. The business has very high ethics in the communities, resulting in being given first consideration for all lodging. Records are very important in that it conveys a message to the public there is a great management team within who cares about the business, our guests and our precious employees. Having said the foregoing, the revenue will be there.
William Aho, Owner
Job Summary:
The Guest Service Representative (Front Desk Clerk) person’s main responsibility is to ensure guest satisfaction while maximizing room revenues in line with management policies, specific brand standards, and providing efficient, professional and courteous front desk service. Secondary to ensuring guest satisfaction, the Guest Service Representative (Front Desk Clerk) is also responsible for completing shift checklists, completing laundry and maintaining the cleanliness of all public areas of the property. As part of the WDA Management Company, this person promotes the vision of the owner to be the best in the market place.
The Guest Service Representative’s schedule will be based on providing continuing and consistent guest service at the front desk, typically through 3 shifts; Morning- 7am to 3pm, Afternoon- 3pm to 11pm and Midnight 11pm to 7am. A regular rotating schedule within a primary shift is typical however there is high degree of flexibility required in this position based on the need for continuous front desk coverage. A Guest Service Representative is classified as a part time hourly employee and may work up to 80 hours in a two week pay period with weekend shifts.
Guest Service:
- Meet goals set for Guest Satisfaction Scores and Positive Online Guest Reviews.
- Assist all guests in a sincere and courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction, while portraying a “Can-Do” attitude.
- Demonstrate a working knowledge of the PMS (Property Management System; Front Desk Computers) and all other services and facilities of the property as well as the local area to effectively assist guests.
- Monitor halls and public areas for noise disruptions and security issues, and ensure proper locking of all entries and doors as required, including taking corrective action as needed.
- Maintain the coffee counter for fresh coffee, supplies, and cleanliness as required by brand standards.
- Set up and take down the guest breakfast at appropriate times corresponding with wake up calls and guest needs, in compliance with the specific brand standards as well as county and state health regulations, while ensuring the quality of the items served, the service provided, and the breakfast environment.
- Set up, take down, and maintain evening guest reception amenities including soup and/or cookies to enhance the guest experience.
- Promote, sell, and inventory property-specific additional revenue items such as pizza, newspapers, laundry supplies, and front desk items, in addition to monitoring and depositing of vending machine revenue.
Quality Assurance Evaluation:
- Meet goals set for Quality Assurance Evaluations.
- As needed, clean and stock guest rooms, guest bathrooms, public areas, and meeting rooms in compliance with Quality Assurance specific brand standards including direct deep cleaning and routine maintenance tasks on a daily basis.
- Maintain pool records, cleanliness of the pool area and mechanical room, as well as the chemical balance in both the spa and the pool in accordance with specific brand standards, State Law, and the County Health Department.
- Supervise and perform required snow removal of the parking lot and all walkways as needed. (The parking lot is plowed following 1” of snow cover.)
- Complete washing, drying, and folding of all linens in a neat and efficient manner including stocking shelves and carts, as well as monitoring the condition and replacement of items in conjunction with the Management Team through the quarterly linen inventory process.
- Understand the operation of all washers, dryers, and dispensers to ensure productive and efficient use of equipment.
Communications:
- Meet goals to respond to all guest surveys, guest e-mails, brand e-mails, and internal e-mails within WDA Management Policies and specific brand requirements.
- Assist in monitoring and responding, in conjunction with the Management Team, to the Guest Satisfaction System and specific guest surveys, including forwarding and printing information to Management Teams for staff’s review.
- Monitor the brand specific website portals.
- Take responsibility for daily communications/e-mails to all members of the Management Team and Front Desk.
- Establish a strong positive relationship with direct property management and brand inspection/corporate personnel.
- Inform the Management Team promptly of all problems of unusual matters or significance so that timely corrective action can be taken.
Revenue/Expenses/Budget:
- Meet goals for Room Revenue, Total Revenue, ADR, RevPAR, and Occupancy.
- Demonstrate the use of sales techniques to effectively sell the property, maximizing revenues and occupancy.
- Assist in setting and coordinating rate structures to meet owner’s expectations and financial goals utilizing the Property Management System (PMS), brand specific websites, Central Reservation Systems (CRS), PMS interfaces, Online Travel Agents (OTA), and online booking engines and websites, while focusing on revenue enhancement.
- Monitor, track, and recommend expenses of the property including labor expenses.
- Monitor, maintain, and assist in updating all brand websites, OTA websites, and third party websites with current content and photos.
Administration:
- Utilize WDA Management Checklists to complete all required daily, weekly, bi-weekly, quarterly, and annual tasks.
- Complete specific property shift deposits and ensure cash/check balances with reports, including counting and completing deposit envelopes as per the cash handling procedures.
- Perform all guest accounting functions in accordance with established property operation procedures and policies to ensure all guest and house accounts are complete and accurate.
- Assist with regular maintenance, security verification and compliance, consistent operation and back-up, and compliance with brand standards on all computers, PMS servers, guest-use computers, and staff laptops.
- Monitor, maintain, and secure guest room and property keys, key cards, emergency keys, and key coding equipment.
- Adhere to company uniform requirements and comply with uniform brand standards.
- Assist with compliance to ALL local and state food safety and health codes regarding cleanliness and food handling in the breakfast/kitchen area to ensure the safety and quality of food items served.
- Assist with compliance to ALL local and state regulations regarding the operations and employee training of the service of alcoholic beverages at property specific pubs, bars, or other establishments.
- Perform all other tasks and functions as determined by the Management Team.
Self-Development:
- Participate in brand specific system educational events, webinars, and training modules.
- Attend staff and department meetings.
- Monitor trade publications to enhance the knowledge and education of all employees in the methods that provide better and more efficient service.
Requirements:
- Must exhibit excellent communication skills, verbal, written, and via telephone with the Management Team, Employees, Guests, Vendors, and Community Members.
- Must demonstrate flexibility to accommodate the 24hr/7 day-a-week schedule and be available for on-call assistance to the property as needed.
- Must be physically able to perform all duties assigned, including but not limited to: reaching, pushing, pulling, bending, stooping, crouching, standing, walking, kneeling, and carrying out various repetitive motions and movements.
By signing below, I understand the above Job Description and the expectations of my performance.
Printed Name:__________________________________________ Date: _____________________
Signature:___________________________________________________________________________
Job Type: Part-time
Pay: $15.00 - $17.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work Location: In person