Guest Services Representative

Job Description

Reports To: Guest Services Manager Purpose: To create 100% guest satisfaction by providing efficient and effective front desk service. Constituents (or Customers): Guests and employees Indicators of Success: • Customer satisfaction & loyalty goals (Guest Satisfaction scores, guest surveys, annual quality review) • Achieving RevPar Goals • Cleanliness of public space areas Areas of Responsibility: • Creates 100% guest satisfaction by providing One Step Ahead service behaviors to exceed guests’ expectations o Communicates and demonstrates One Step Ahead service behaviors to other employees (Create Confidence, Encourage Success, Make It Happen) o Communicates and demonstrates the LEAD model of service recovery behaviors to other employees (Listen, Empathize, Apologize Sincerely, Deliver a Solution) • Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay. o Greets guest and processes hotel registration o Keeps current on hotel accommodations, services and area attractions o Responds to customer inquiries for information o Arranges for services requested by the guest by working with other departments as appropriate o Stays current with developments in the hotel by reviewing and updating the communication log • Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes o Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services o Makes reservations in accordance with hotel’s yield management practices o Processes customer credit at check-in in accordance with hotel policy o Identifies and records special billing instructions and notifies accounting department o Obtains appropriate approvals and signatures o Follows hotel policy on cash banks • Ability to perform considerable amounts of physical activity on a continual basis

Company: Crowne Plaza Knoxville
Category: Hospitality/Restaurant
Education: N/A
FT/PT: Full-Time
Crowne Plaza Knoxville
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Phone: 865.522.2600