Job Description:
The Guest Services Associate I is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. They secure payment, activate/reissue room keys, ensure rates match market codes, and verify/adjust billing for guests. They communicate with appropriate staff when guests are waiting for an available room, advise guests of messages, and clear departures in the computer system. They coordinate with Housekeeping to track room status and guest concerns, file guest paperwork, operate the telephone switchboard station, and run daily reports. They supply guests with directions and information, answer and process all guest calls, requests, questions, or concerns, and arrange transportation for guests/visitors. They count and secure the bank at the beginning and end of their shift, cash guests' checks, process all payment types, and notify Loss Prevention/Security of any reports of theft. They follow company policies and procedures, report accidents, injuries, and unsafe work conditions, and ensure uniform and personal appearance are clean and professional. They welcome and acknowledge guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. They speak using clear and professional language, answer telephones using appropriate etiquette, and develop and maintain positive working relationships. They comply with quality assurance standards, stand, sit, or walk for an extended period of time, and move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. They perform other reasonable job duties as requested by Supervisors.
