Holiday Inn - Ontario
Position Description
JOB TITLE: Guest Service Audit Representative
DEPARTMENT: Guest Services
REPORTS TO: Guest Service Manager/General Manager
The following job description pertains to the Guest Service Representative at the Holiday Inn. This job description is designed to provide the applicant information on areas of responsibility, which applies to them. Neither this description nor its contents constitute in whole or in part, a contract of employment between the hotel and any employee, and should not be construed as such by anyone.
Job Summary:
The Guest Service Representative is to ensure guest satisfaction. Guest Service Representative s are also responsible for maximizing room revenue in line with Holiday Inn standards, by providing efficient and courteous customer service to both guests and coworkers. This is a guest service industry so our focus is on guest satisfaction. You may also be required to do other duties as assigned that may not be listed.
Essential Functions:
- Assists all guests in a sincere and courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction.
- Greets and processes guests promptly upon arrival and departure.
- Performs all guest accounting functions according to established hotel operating procedures to ensure all guest and house accounts are complete and accurate.
- Demonstrates a working knowledge of all services and facilities of hotel, as well as the local area, and effectively assists guests.
- Adheres to all established credit and inventory control procedures to minimize exposure to loss of revenue.
- Demonstrates the use of sales techniques to effectively sell the property, maximizing occupancy and average rate.
- Receives and processes a multi-line telephone system professionally and competently according to company standards.
- Completes walk-in reservations accurately to ensure guest satisfaction.
- Monitors reservation menu (frequently while on shift) for reservations made by Central Reservations, GDS, through the Internet, by travel agents or any number of TPI’s. Checks for any special requests and processes reservation correctly.
- Performs audit functions on a daily, monthly and yearly basis.
- Delivers newspapers and folios to guests after night audit.
- Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for employees and guests.
- Communicates all information to following shift to ensure a smooth transition. Effectively and properly uses communications log book to record information.
- Keeps General Manager promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action can be taken.
- Handles monetary transactions and gives correct change.
- Handles and operates equipment such as: computers, telephone console, calculator, copy and fax machine, etc…
- Ability to observe, react quickly and adjust to different guest situations.
- Must communicate guest needs with other departments when needed. Housekeeping department when rooms are vacant or when request needs filled.
- Maintenance department for repairs in rooms.
- Takes care of special request from guests.
- Maintains and cleans the front desk area by using chemicals, vacuums, stocks etc.
Physical Requirements:
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.
While performing the duties of this job, the employee is continuously required to stand and walk. The employee is occasionally lifting and/or carrying from 5 pounds and up to 50 pounds. On occasion will be required to reach with hands and arms; stoop, kneel, go up and down stairs, crouch or crawl. You will also be working with commercial grade chemicals for cleaning.
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually moderate.
Guiding Principles:
We are dedicated to the following principles to achieve our mission:
- Recognizing that the needs of our guests and employees are our top priority.
- Empowering our employees to exceed guest expectations.
- Providing our employees with continuous training and the necessary tools to be successful.
- Being a living example and fulfilling the vision of our founders (outstanding service, great product, exceptional people) for a profitable and life-enhancing journey.
Signature Date
Supervisor Signature Date
Pay: $14.75 - $15.00 per hour
Expected hours: 15.0 – 40.0 per week
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Experience: 1 year (Preferred)
- Front Desk: 1 year (Preferred)
Work Location: In person
