Front Desk Clerk

PeachState Hospitality (PSH)

Job Description – Guest Services Representative
(GSR)

Position: Guest Services Representative (GSR)

Reports To: Guest Services Manager (GSM)

Requirements: High School diploma or higher level education.

1 year hotel front desk experience

Must work the required shift and be flexible when required

Must be willing to work week-ends as required

Adhere to PeachState Hospitality’s mission, vision, and value statements.

General Responsibilities

• Ensure proper and timely completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Ensure that the lobby, all general area flooring, and all general commercial areas are safe and free from all hazards (or potential hazards) to the hotel guests, visitors and associates at all times.
• Perform other duties as required by the Guest Services Manager (GSM) or the General

Manager (GM).

Primary Functions:

• Revenue: o Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy. o Rates: Aggressively and effectively pursue the rate strategy approved and assigned by the GSM. o Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities. Unless a dedicated sales manager is on staff, the sales team shall consist of the General Manager and the Guest Service Manager. In such event, work together with the GSM on preparing daily group/meeting bookings and contracts, sales calls and any other activities that will generate revenue for the property.

• Profit: o Support the effective control of all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and help implement cost saving strategies.
• Quality: o Guest Service: Ensure that the hotel meets/exceeds PSH and Brand standards for guest satisfaction. o Safety: Ensure that the hotel meets/exceeds PSH and Brand standards for guests, visitors and associates safety.
• Work Ethic: o Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to PSH’s Standard Operating

Procedures.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the GSM and a copy to the GM.
• Be proficient on the use of the property management system.
• Have a good understanding of all hotel operating procedures.
• Comply with all existing and new policies and procedures for the front office and breakfast area responsibilities.
• Continuously and constantly monitor the lobby and all public areas and ensure that all areas, equipment and facilities are safe and free from all hazards (or potential hazards) to hotel guests, visitors and associates.
• Constantly maintain and monitor the front office communications logs.
• Comply with appearance and demeanor requirements of front desk staff and ensure that the breakfast area staff is following company uniform policy.
• Attend bi-weekly departmental meetings, and individual meetings as needed.
• Perform delegated responsibilities and follows up on outstanding issues.
• Be proficient on the use of all front office equipment such as credit card machine, copier and fax.
• Exhibit excellent guest relations and interpersonal skills.
• Inform the GSM or the GM of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.

• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Maintain a thorough understanding and knowledge of brand standards and seasonal or other promotions and ensure compliance.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.
• Maintain a collaborative relationship with the Facilities Manager to ensure that the room inventory is continuously and consistently optimized.
• And any other duties as necessary and required by the company.

Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.

• Performance standards: o Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service

Index (GSI) and the Associate Satisfaction Index (ASI).

While this is intended to be an accurate reflection of the current position, Management reserves the right to revise the job description or to require that other or different tasks be performed when circumstances change.

Job Type: Full-time

Pay: From $15.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Alpharetta, GA 30022: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)
• Guest relations: 1 year (Preferred)
• Front desk: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: One location