DoubleTree by Hilton Harbourwalk Hotel Racine

Position Description

APPLICANT MUST BE ALBE TO WORK BOTH FIRST (6AM - 2PM) AND SECOND SHIFT (2PM - 10PM) AND BASED ON NEEDS OF HOTEL

Position Title: Guest Services Representative

Reports To: Front Office Manager and Front Desk Supervisor

Major Function:

To assist guests efficiently and professionally with front desk related functions. Provide all guests with consistent, first class-service with positive attitude. Our goal is for all guest to have a pleasant experience and to choose our hotel first when visiting the area.

Essential Functions:

• Create guest satisfaction by providing first class services.
• Give personal attention, take responsibility, and use teamwork when providing quality guest service.
• Responsible for using consistent, proper telephone etiquette.
• Listen, apologize with empathy, find a solution, and follow through when resolving guest problems.
• Assume responsibility when a guest is not satisfied and use the best judgment to provide great customer service and resolve any guest issue.
• Provide assistance to guests throughout their stay from the time the guest checks in, until the time they check-out.
• Acknowledge guests at all times by using respectful, positive customer service and mannerism.
• Assign guest rooms, print registration cards, and make corresponding keys for each guest.
• Respond to customer inquiries with current information on the hotel, hotel services or area attractions.
• Assist guest requests by working as a team player with other departments.
• Communicate clearly with co-workers on guest requests or issues by recording information in detail in Front Desk Communication Log.
• Post accurate room rate, food and beverage charges, phone charges and other miscellaneous charges by collecting payment and by following the Cashiering Procedures required by the hotel.
• Ensure all credit card balances, cashier cash drop is correct, and complete cash drop log.
• Communicate to Housekeeping Department on any guest special needs or authorized late check-out requests.
• Receive and deliver mail, phone, and/or written messages to guests.
• Maintain a clean front desk area, free of any safety hazards.
• Maintain a thorough knowledge of emergency procedures.
• Wear proper uniform at all times in accordance with our standards of appearance.
• Communicate to all guests and employees with respect and offer assistance when requested.
• All Employees must adhere to all work rules, procedures, and policies established by the company, including but not limited to, the Graves Hospitality Employee Handbook.
• Assist in driving hotel van to shuttle corporate guests to area businesses.
• Assist guests with minor maintenance issues if Maintenance Staff is not available.
• Additional duties may be assigned in the effort of managing the front desk properly and providing first class hospitality to all guests.

Key Skills and Requirements: 

• Technical Service Skills- Demonstrate computer knowledge such as searching internet and basic functions. Knowledge of PEP Reservation Systems a plus but will train the right person.
• Point of Sale Skills- Knowledge of hotel room types, rates, packages and services to offer guests the best accommodations to satisfy their hotel needs.
• Reservation Process Skills- Understand the reservation process and applying those skills to assist guests with maximum customer service.
• Valid Driver’s license required with good driving record.