Guest Service Representative

Atlanta, GA, United States

**Guest Service Representative**

+ **Job Tracking ID**: 512688-764992

+ **Job Location**: Atlanta, GA

+ **Job Level**: Entry Level (less than 2 years)

+ **Level of Education**: High School/GED

+ **Job Type**: Full-Time/Regular

+ **Date Updated**: April 20, 2021

+ **Years of Experience**: Less Than 1 Year

+ **Starting Date**: ASAP

+ **Hotel**: Crowne Plaza Atlanta Midtown

**Job Description:**

**The Crowne Plaza Atlanta Midtown is looking for engaged and professional Front Desk Agents to join our team!**

**POSITION PURPOSE:**

Greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.

* Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

* Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.

* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.

* Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

* Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.

* Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

* Summon guest service personnel for assistance to escort guests to their rooms as appropriate.

* Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.

* Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

* Use the photocopier to make copies of items as required.

* File registration cards in room number order.

* Retrieve registration cards from the files for each check out.

* Other duties as assigned by manager.

**Experience and Skills:**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

* Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

* Ability to stand and move throughout the front office and continuously perform essential job functions.

* Ability to read, listen and communicate effectively in English, both verbally and in writing.

* Ability to access and accurately input information using a moderately complex computer system.

* Hearing and visual ability to observe and detect signs of emergency situations.

**QUALIFICATION STANDARDS**

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities.

Experience:

No prior experience required. Prior hospitality experience preferred.

Computer skills:

Experience in Opera or Quore systems preferred.

**Physical Demands:**

Exerting up to 20 pounds of force occasionally, to lift, carry, push, or pull, or otherwise move objects. Standing and walking.

**Environmental Conditions:**

**Inside:** Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

**OTHER**

* Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

* Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

* Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

* All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

* Additional language ability preferred

**EEO/AA/VEVRAA/ADA**

**Benefits**

Competitive benefits package include Health, Dental, Vision, 401K, FSA, Short and Long Term disability, hotel discounts and much more!

Spire Hospitality is an equal opportunity/AA/Disability/Veteran employer.

**EEO/AA/VEVRAA/ADA**