SENIOR GUEST SERVICES REPRESENTATIVE

Full Job Description

This is a Flex Position located at the Caprock Inn. The primary purpose of this position is to perform as a Senior Guest Services Representative in support of the front desk/office operation for Lodging.

Utilizing automated systems and computer software (i.e., hotel property management system or equivalent); providing verbal and written communication tactfully when attending to the needs of guests and enforcing various policies, requirements and rules of the facility; performing front desk duties (i.e., reservation requests; assigning rooms; customer checkout procedures; running cashier reports, etc.).

Previous experience leading the work of others is highly desirable.

Major Duties:

Responsible for relaying work instructions from supervisor; provides on the job training for new employees; observes work in progress of new team members.

Shares learned best practices of front desk operations. Assists in correcting clerical and system errors. Exhibits work standards while following operational procedures and policies.

Ensures adherence of established quality and safety standards. Balances workload of team members during shift ensuring efficient output of work.

May be asked to provide input to supervisor on employee's performance of assigned work and/or identify training needs. Maintains log of incidents and reports.

Reports all violations of safety to immediate supervisor. Ensures adequate stock supplies and equipment are available to do the work.

Resolves straightforward guest complaints and documents situation with outcome. Elevates guest/employee complaints that are unresolvable at his/her level. Reports incidents to proper authority.

Ensures customer service is the first priority. Receives and confirms room reservations by letter, telephone, email, or personal contact.

Registers and assigns rooms to guests, makes and issues room keys, and may escort guests to rooms as needed. Ensures that only authorized patrons use government-sponsored quarters.

Calculates and posts charges to patrons' accounts and balances totals with control records. Accepts payment, makes change, and presents departing guests' checkout statements.

Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report.

Updates automated data base on occupancy and checkouts. Maintains current checkout list. Maintains and sells sundry sales items to patrons.

Ensures required information is received from guest and entered into guest folio. Prints backup reports from property management system. Ensures housekeeping status of rooms is updated.

Records and notifies appropriate person/organization of maintenance problems reported by guests. Ensures front desk area and lobby remains clean.

Process Night Audit procedures and close credit card machines nightly. Maintains the lost and found program.

Performs other related duties as assigned.The position requires the incumbent to meet state and legal age requirement for sale of alcoholic beverages.

The incumbent must be able to work a regular or rotating schedule that may include evening or nights, weekends, and holidays.