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Front Desk Guest Services Representative

Ramada Plaza Hotel & Conference Center

Front Desk Guest Services Representative

Fort Wayne, IN
Part Time
Paid
  • Responsibilities

    Currently accepting applications for a Guest Services Representative. Supervisory Experience is a PLUS!!! Holidays and Weekends are MANDATORY.

    DUTIES:

    Registers guests into the hotel in a prompt and courteous manner using up selling techniques to maximize room rates: prepares for group check in and out, and VIP arrivals; becomes informed of events/functions in the hotel during the shift.

    Checks guests out of the hotel; processes customer payments according to established policies and procedures.

    Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase guest satisfaction.

    Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

    Books guest reservations or coordinates with reservation center.

    Handles departmental accounting of moneys, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

    Issues, controls and releases guest safe-deposit boxes.

    QUALIFICATIONS:

    Must be able to handle cash transactions without issues. They would need to be able to follow the items listed on their checklist in an organized fashion – and have no issues in completing each task within the time allotted on their shift. They would need to exhibit professional conversations skills when dealing with guests, and telephone calls (i.e. reservations, wake-up calls, any situations in which they represent the hotel over the telephone) – but should have an upbeat, helpful attitude in order to generate a memorable check-in experience for the guests. They must be able to use “common sense” when analyzing the View Totals in order to properly convey their needs to housekeeping and any other departments that may be affected by the daily availability. Must be confident enough to contact guests in regards to declined credit cards or high balances. Must be willing to offer Ultimate Customer Service when dealing with guests using our hotel for overnight stays and meeting room needs. Must be steady and dependable since they spend a lot of their time working without manager supervision.