Guest Service Representative

THE FORESTER HOTEL

OUR STORY

As the first boutique-inspired offering from Hyatt Place and the first hotel to open in Lake Forest, IL since 1929, The Forester Hotel is the natural selection for modern comfort and evolutionary service. Founded on the motto of "Love of Science and Nature", the city of Lake Forest has always been at the crossroads of preservation and progress with its open lands backing up to office parks and the cobblestone streets of historic Market Square leading to Starbucks and Williams Sonoma. Blaze your own trail and discover The Forester come and join our wonderful team!

JOB DESCRIPTION

The purpose of the Guest Services Representative position at Janko Hospitality is to provide world class service to all guests. The (FOS) will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. 

ESSENTIAL DUTIES

• Greets and completes established check-in procedures, to insure guest’s satisfaction in the rooms requested 
• Perform guest departure (check-out) daily by following computer procedures and insure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check out. 
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone. 
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions and maintains complete responsibility for transactions during the shift. 
• Maintains a friendly, cheerful and courteous demeanor at all times. 
• Performs the shift checklist to insure accuracy of all aspects of the shift. 
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and go guests in order to ensure the information is received in a timely manner.
• Maintains the front desk log book to enhance the department communication and communicates any problems to the next shift coming in and the supervisor. 
• Serves as a cashier and attendant for the market as needed.

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and team members in a courteous and friendly manner
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

• Be proficient and train all team members in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• always Maintains security for guests and property by keeping room doors locked 
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to stand and walk for long periods of time through the work day
• Reaching, pushing, pulling, twisting of body at the waist, and bending are required 

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous customer service or hotel experience required, “Hyatt” Experience helpful.
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows-based software preferred