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Rep Guest Svcs I

J o b D e s c r i p t i o n

Job Profile Title:	Rep Guest Svcs I
Job Code:	16040
Profile Title:	16040 Rep Guest Svcs I
Grade / Band:	04
FLSA Status:	Non-Exempt
As a Guest Services Representative, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.

Principal Duties & Responsibilities
Handle all incoming and outgoing calls in a courteous, efficient, and enthusiastic manner as by Company and Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker, and intra-department interactions in a fast-paced environment.
Provide dispatch services for guest requests to luggage assistance, housekeeping amenities, facilities requests, wake up calls, check outs, early arrivals, and late departures, and other special services requested by guest or administrative personnel.
Assign rooms according to guest request and preferences whenever possible
Pre-assign, pre-key and prepare all guest packets for designated arrivals
Review/track/accommodate requests for changes and communicate to appropriate staff
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Identify and resolve any over-commitments by room types. Balance room inventory in advance.
Assist front desk staff with the proper room assignments. Ensure hotel rooms are being blocked to allow for revenue maximization.
Run all daily reports that are required to complete necessary job duties including but not limited to group arrivals and departures, housekeeping briefs, trace reports etc.
Balance clerk/cashier postings, cash and credit transactions on a daily basis

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	Experience in front desk	Preferred

Additional Requirements
Details	Required/ Preferred
Work varied shifts, to include weekends and holidays	Required

Knowledge, Skills and Abilities
KSAs
Ability to quickly think strategically and analytically to increase efficiencies; ability to cognitively recognize patterns and trends and communicate effectively
Able to effectively communicate in English, in both written and verbal forms
Ability to read and write
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
Ability to multi-task and work well in a fast paced, team-oriented environment
Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
Effective listening abilities with strong judgment skills
Knowledge of accommodations room capacities and amenities
Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
Maintain a professional, neat and well-groomed appearance adhering to company standards

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing		X
Bending					X
Carrying __pounds		X				75 lbs
Clear speech - simple					X
Clear speech - complex				X
Climbing	X
Crawling	X
Crouching		X
Distant vision				X
Driving - auto/van	X
Driving - limousine	X
Flexibility - upper body				X
Flexibility - lower body				X
Hearing/Listening					X
Kneeling		X
Lifting __pounds		X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching				X
Sitting					X
Standing - 5 hours minimum				X
Stooping					X
Typing __w.p.m.					X	20
Walking			X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal					X
Communication - written			X
Confined area			X
Contacts - works alone	X
Contacts - works with others					X
Exposure to dust / dirt		X
Exposure to fumes / odors	X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - Chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - low to high				X
Office conditions				X
Outdoors	X
Restricted area	X
Smoke				X
__% Travel	X
Wet/Humid	X
Live Stream/ Video Recording			X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical					X
Clerical					X
Comprehension					X
Crisis incidents			X
Customer service					X
Decision making					X
Fatigue			X
High pressure		X
Judgment					X
Long hours			X
Math skills - advance				X
Math skills - basic				X
Memorization					X
Organization					X
Perception				X
Reading - simple					X
Reading - complex					X
Repetition					X
Safety hazards	X
Tight deadlines			X
Writing - simple					X
Writing - complex					X