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| Guest Services Representative | ||||||||||||||||||||||||||
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| Job Description | ||||||||||||||||||||||||||
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Hotel 140 located in the Back Bay area of Boston, MA is looking for a dynamic and customer-oriented full-time Guest Services Representative. Responsibilities will include but are not limited to the following:
• Represents the hotel to the guest throughout all stages of the guests hotel experience including: reservations, check-in, in-house stay, check-out and any follow up communications. • Answers multi-line telephone and directs calls per approved method. • Accommodates special requests of guests whenever possible. • Thoroughly understands and adheres to guest payment policies, credit card processing, cash handling, check-cashing and direct billing. • Maintains focus on gaining incremental revenue by offering upgrades and packages. Is aware of daily sell rates and yielding strategies. • Coordinates room status updates with the housekeeping staff by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day use rooms. • Distributes daily mail to residents and guests • Attends hotel department meetings. • Coordinates guest room maintenance work with the maintenance department. • Maintains guest confidentiality per Right to Privacy Act. • Maintains guest’s safety and security per hotel policies. • Maintains the cleanliness and neatness of the front desk area. • Cleans public space including the lobby, cleaning glass and related cleaning of general area front desk area. • Assists guests with special requests (driving directions, area attractions, ordering services etc.) and delivery of guest requested items (irons, additional towels / amenity products). • Performs light housekeeping in guest rooms / public space (Clean rooms if we are sold out and housekeeping is not available, keeps up with lobby areas as well as cleans and maintains the complimentary drink table) • Performs other tasks as assigned by the Front Desk Supervisor and / or General Manager. |
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| Skills/Requirements | ||||||||||||||||||||||||||
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• High School Diploma or Equivalent.
• Previous hotel front desk experience a plus. • Must have a positive, friendly attitude. • Must be able to work with little supervision. Required to be able provide self direction for identifying and completing tasks. • Work hours must be flexible to allow for working weekdays, weekends, nights, and holidays. • Must be able to read / write / speak / understand and easily communicate in English with a positive tone of voice both in person and on the telephone. • Must be able to lift up to 20 pounds regularly and up to 40 pounds on occasion. • Must be able to stand, walk, and work on feet for extended periods of time. Requires grasping, writing, typing / keying, extended periods of standing, walking, repetitive motions, hearing, and visual acuity. |
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