Guest Services Representative
SummarySeeking Outrageously Friendly Front Office Associates for the Brand New Hyatt House Washington DC The WharfTo assist guests efficiently, courteously and professionally in all Front Desk related functions, and to maintain high standards of service and hospitality.Responsibilities Other duties may be assignedProvide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests. Check guests in and out efficiently and in a friendly manner. Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by Concord Hospitality.Handle guest mail and messages per established procedures. Be very knowledgeable of Rewards program and promotions. Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.Take reservation requests efficiently. Answer switchboard in accordance with standards of proper telephone etiquette. Block rooms and handle special requests. Monitor room availability. Handle safe deposits by guests per established procedures. Keep lobby and desk area clean and presentable. Have a thorough knowledge of emergency and security procedures. Offer and properly handle requests for wake up calls. Know how to clean guest rooms to standards. Clean lobby, meeting room, vending room, breakfast room, and back office area. Work on laundry during down times adhering to standards. Open and close shift make cash drops. Ensure all credit cards, cash, and change fund are balanced throughout each shift.Inform management of any guest or systems related complaints or problems. Communicate with incoming staff and management by logging pertinent information in the pass on log.Keep maintenance informed of all maintenance needs. Pass on guest lost and found inquiries to management or supervisors. Assist in marketing effort by completing Company Tracking nightly. Must wear proper uniform at all times in accordance with the Standards of Appearance.Have a thorough knowledge of emergency procedures. Practice safety standards at all times. Be able to move luggage or packages weighing up to 40lbs. Employee must adhere to all work rules, procedures, and policies established by the company including, but not limited to, those contained in the employee handbook.