Position: Guest Service Representative
Department: Front Office/Rooms Division
Reports to: Guest Services Manager/Front Office Manager

Position Summary:

• The Guest Service Representative is responsible for representing the property’s service commitment to guests. He or she is to assist our guests efficiently, courteously and professionally in all front office related functions to maintain NHG standards of service and hospitality. 
• To perform all tasks according to NHG Minimum Performance Standards.  He or she handles guest’s check-in and checkout, reservations when required, incoming telephone calls and maintains status of rooms. 
• The Guest Service Representative fulfills the duties of the traditional desk clerk position with greater emphasis on service to the guest and up selling of hotel services.  
• The ideal individual for filling this position is a vibrant, “upbeat”, and outgoing person who can relate to guests appropriately and handle their needs efficiently.

Primary Responsibilities:

• Smile
• Provide the highest quality of service to the customer at all times.
• Stays current on all emergency procedures and acts accordingly.
• Greet and register guests and provide room assignments, accommodating special requests whenever possible.  Assist in the pre-registration and blocking of reservations.
• Have working knowledge of reservations procedures, sell reservations (be an order maker, not an order taker), and know cancellation procedures and Walk Policy.
• Mystery shop calls 
• Handle guest check-ins and checkouts efficiently, in a friendly and professional manner.
• Provide information to all guests in a courteous and informative manner.  Does not volunteer information about guests or associates-only indicate whether or not they can be reached.
• Handle complaints courteously, when necessary relay through Supervisor for appropriate action and enter in the follow up (target 100) log.
• Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department.
• Communicate with incoming shift by logging pertinent information in the front office log.
• Ensure that all cash, check and miscellaneous departments are in balance at the end of each shift.
• Complete appropriate shift checklist daily.
• Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts and special need areas in the hotel.
• Answers transfers, recalls and all incoming calls in a timely and friendly manner.
• Receive and transmit mail, phone and written message for guests (in absence of voice mail system)
• Answer inquires pertaining to hotel services, shopping, dining, entertainment and travel directions.
• Assist guest in obtaining information. 
• Call airlines, rent-a-car, companies, etc.
• Post room charges, food and beverage charges, phone charges, compute guest bills using PMS, collect payment and make change for hotel guests following all handling procedures as required.
• Ensure adequate key cards are available for assignment of guestrooms.

Position Description
(Guest Service Representative Cont.)

• Attend to special service request including securing of guest valuables in safety deposit boxes.  Assure that complimentary amenities are delivered to VIP’s at the time required.
• Promote repeat business by offering to take future reservations upon checkout and providing recommendations for alternate NHG Products.
• Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons/ironing boards, blow dryers.
• Keep the front office area neat, clean and free of safety hazards.
• Have knowledge of the hotel, hotel staff, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each; and hotel credit and check cashing policies and procedures.
• Be knowledgeable of AAA and its benefits and any current promotions being offered, as well as all special promotions offered by NHG.
• Responsible for proper telephone etiquette.
• Develop a thorough knowledge of the hotels PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.
• Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department.
• Wear proper uniform and name tag at all times in accordance with the standards of appearance
• Contribute to and support the hospitality programs and training seminars to ensure their success.  Continue to practice skills taught.
• Attend monthly front office meetings
• Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by NHG.
• Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the NHG Employee Handbook.
• Perform all other duties as assigned by management.

Job Specifications:

Physical Demands: Requires ability to stand for entire shift; walking to a significant degree. Requires ability to move fingers and hands easily and quickly.  Must have ability to communicate both orally and in writing to guests and members of the front office staff and to answer telephone calls.  Requires ability to perform repetitive tasks.  Requires ability to lift 15-25 pounds infrequently. Requires ability to work flexible schedule to include weekends and holiday.

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes.

Essential Skills: Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years of previous experience related employment) to quickly become familiar with resort procedures. Requires ability to operate all Front Office Equipment. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.  Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone.

Educational/Vocational Preparation: High school graduate or equivalent.  Previous hotel front office experience preferred, however, ability gained through 2+ years related employment (sales, cashier) or on-the-job training may substitute for actual front office experience.

Please apply in person at:

Hilton Garden Inn Savannah Airport

80 Clyde E Martin Drive

Savannah, GA 31408

or

email your resume to: monique.singleton@hilton.com