Guest Services Representative

September 1, 2023

Guest Services Representative

Position:                      Guest Services Representative
Reports To:                  Front Office Manager


Greets and registers guests, providing prompt and courteous service.  Checks guests out of the hotel.  Resolves guest challenges throughout their stay in our hotel.  Upgrades guests, as required.  Promotes hotel services, amenities and upsells products to the guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES – Include the following.  Other duties may be assigned.

  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.  Makes appropriate selection of rooms based on guest needs.  Codes electronic keys.  Non-verbally confirm the room number and rate.  Ensures guest knows location of room.
  • Ensure rooms and services are correctly accounted for within guest statement.  Properly accounts for services provided by the hotel.  Assists guest with check out payments or charges.
  • Greets customers immediately with a friendly and sincere welcome.  Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.
  • Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions
  • Promptly answers the telephone and email inquiries.  Inputs messages into the computer and advises other team members of special guest needs.  Retrieves messages and communicates the content to the guest.  Retrieves mail, packages and facsimiles or other special items for customers as requested.
  • Process reservations by mail, telephone, cable, fax, or central reservation system referral.
  • Know room types, availability and location layout
  • Know the selling status, rates, and benefits of all package plans.
  • Determines room rates based on the selling tactics of the hotel.
  • Operate phone system and answer within three rings when available.
  • Field guest complaints, conducing thorough research to develop the most effective solutions and negotiate results.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.
  •  Plan and implement detailed setups by using experienced judgment and discretion.
  •  Resolve complications such as location changes or credit issues
Supportive Functions – In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based on the particular requirements of the company.
  • Summons Bell services team members to escort guests to/from their rooms as appropriate
  • Operates various office machines
Frequency Key: Rare – up to 1 hour, Occasional – 1-3 hours, Frequent – 3-6 hours, Constant – 6-8 hours
Physical Activity                                  Frequency
Sitting                                                   Occasional
Walking, standing                                 Constant
Climbing stairs                                     Occasional
Crouching/bending/stooping                Occasional
Reaching                                              Constant
Grasping                                               Constant
Pushing/pulling                                     Occasional
Near Vision                                           Constant
Far Vision                                             Constant
Hearing                                                 Constant
Talking                                                  Constant
Smell                                                    Rare
Lifting/carrying (# lbs)                          Occasional – up to 20 lbs.
Travel                                                   Rare
Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established Camden On The Lake Resort from time to time, is essential to the successful performance of this position.
Personal Protective Equipment (PPE) may be required while performing work duties that may have the potential of risk to your health or safety.  The hotel will provide the required PPE.  Team members will be trained in the proper use and care of any assigned PPE.  It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
  • Ability to read, listen and communicate effectively in English, both verbally and in writing
  • Ability to access and accurately input information using a moderately complex computer system
High school graduate or equivalent required.
1-2 years or prior guest service experience are preferred. Prior hospitality experience also preferred.
All employees must maintain a neat, clean and well-groomed appearance.  Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process.
The hospitality business functions seven (7) days a week, twenty-four hours a day.  In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
  • Listing ID: 1083
Contact details

2359 Bittersweet Rd Lake Ozark, MOThe Lake of the Ozarks 573-964-2058

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