Job Description

Hotel Customer Service Representative

Provides hotel customer service to guests of hotel by performing the following duties.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

• Greets, registers, suggestively sells hotel rooms, issues room keys, assigns rooms to guests and sets wake up calls in a efficient, warm and friendly manner.
• Acts as hotel manager on duty and follows the prescribed MOD procedures on communication, emergency procedures and guest satisfaction.
• Enters daily changes and balances accounts such as guest, house, guest tray, city ledger and advance deposits. Resets system for the next business day.
• Ensures that the night audit procedures are completed on a daily basis and the information entered and posted are accurate, balanced and timely.
• Enters information and prints night audit reports in an accurate and timely manner per night audit guidelines.
• Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy.
• Date stamps, sorts, and racks incoming mail, faxes and messages.
• Records and communicates guest special requests and problems to appropriate department and ensures they are addressed in a timely and acceptable manner.
• Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.
• Accurately checks out guests and communicates departures with housekeeping staff.
• Accurately computes bill, collects payment, makes change for guests and makes deposits according to KHC cash handling procedures.
• Makes, confirms and cancels reservations via telephone, computer and in writing.
• Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.
• Posts charges such as hotel room, food, liquor, or telephone to ledger.
• Deposits guests' valuables in hotel safe or safe deposit box.
• Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
• Maintains the cleanliness and organization of the hotel lobby and front desk area.
• Washes, folds and properly stores laundry (depending on business unit).

KHC Policies Responsible for following all KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure Manual and property specific guidelines/standards. These policies include dress code, safety and performance standards. Employees must also maintain a professional image and report to work as scheduled.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All employees must follow proper safety precautions at all times to avoid injuries.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The employee is required to work alone and stay awake and alert all night.

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