Guest Service Representative Job Description Template
The Guest Service Representative is responsible for providing outstanding customer service to guests at our hotel. They will be the first point of contact for guests and will be responsible for handling guest inquiries and complaints. The Guest Service Representative must have excellent communication and customer service skills, as well as a positive attitude. They should also be able to work well under pressure and handle difficult situations with tact and diplomacy.
Guest Service Representative Job Responsibilities
- Answer incoming calls and provide information about the hotel to guests.
- Make reservations for guests and enter data into the hotel's reservation system.
- Check guests in and out of the hotel, ensure that their stay is comfortable, and handle any guest concerns or requests.
- Handle guest payments and process credit card transactions.
- Maintain upto-date knowledge of all hotel amenities, services, and events to better assist guests with their needs.
- Keep track of room availability and work with other departments to accommodate special requests from guests, such as restaurant reservations or spa appointments
Objectives
- To provide excellent customer service to guests at all times.
- To ensure that all guests are satisfied with their stay at the hotel.
- To resolve any guest complaints in a professional and efficient manner.
- To upsell hotel services and facilities to guests whenever possible.
- To maintain a high level of knowledge about the hotel and its facilities in order to be able to answer any queries from guests.
- To carry out all duties assigned by the Guest Services Manager in a timely and efficient manner
Guest Service Representative Job Skills & Qualifications Needed
- The skills needed for the role of Guest Service Representative are:
- Excellent communication and interpersonal skills
- A positive and friendly attitude
- The ability to deal with difficult situations in a calm and professional manner
- Good organizational skills
- Basic computer skills