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Guest Service Representative
Full Time
Job Description:
  • Hotel Check-ins/Check-outs
    • Processes room reservations, registrations, check-ins/check-outs, requests, changes, and cancellations.
    • Offers guest other room options and/or up sells room when possible.
    • Processes all payment types (adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges) and provides changes.
    • Handles monies, receipts, guest accounts and other forms of credit.
    • Completes cashier’s report, prepares deposits, and counts cashier bank at end of shift using computerized or manual systems.
  • Assists with Room Reservation
  • Assists with making room reservations.
  • Maintains an inventory of vacancies, reservations, and room assignments.
  • Identifies and explains room features to guests.
  • Concierge and Guest Service
    • Acts as concierge by supplying guests with directions and information regarding property amenities, services, hours of operations and local areas of interest.
    • Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests` service needs; and thanks guests with genuine appreciation.
    • Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.
  • General Office and Special Projects
    • Makes other reservations such as restaurant, shows, etc.
    • Maintains and organizes work area, Lobby and Front Desk area.
    • Arranges transportation for guests/visitors.
    • Partners with and assists other team members to promote an environment of teamwork and achieves common goals.
    • Attends staff meeting for update on ongoing hotel activities and promotions.
    • Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
    • Notifies Loss Prevention/Security of any guest reports of theft.
    • Ensures that a clean, safe, hazard-free work environment is maintained.
    • Performs all other duties.
  • Works on assignments that are routine in nature.
  • Normally receives instructions on all work.
  • Refers more complex issues to higher level.
  • Under direct supervision, has little or no role in decision making.
  • Failure to follow directions may cause delays in schedules, loss of assets/money and loss of guests.
  • Interacts with internal/external guests and peer groups.
  • None
  • High school diploma or general education degree (GED).
  • 1 to 2 years of related experience and/or training.
  • Guest service experience preferred.
  • Knowledge of Microsoft Office.
  • Detail-oriented, organized, self-motivated, and values teamwork.
  • Ability to type 35 WPM.
  • Ability to effectively communicate with guests and team members verbally or in written form.
  • Ability to multi-task and work in a fast-paced environment.
  • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays. 
Job Requirements:
See above
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