Guest Service Representative

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Physical Requirements:  Must be able to stand for 8 hour shift. Walking and climbing stairs required.  Position requires occasional stooping, bending and lifting of up to 50 lbs.  May assist guests with luggage on occasion. 

Working hours: 7 a.m. to 3 p.m. or 3 p.m. to 11 p.m. but may vary depending on hotel occupancy. Ability to work weekends required. May have occasional overtime during special events and full occupancy.  

Job Duties:

  • Performs check in and check out of guests.  Receives payments and allows for proper discounts when applicable.
  • Answers hotel switchboard and forwards calls appropriately.
  • Serves as information agent for hotel guests and handles problems and requests as they arise.
  • Responsible for making reservations and ensuring all booking, rate, and cancellation policies are accurately quoted to guest.
  • Audits all accounts to ensure they are in balance. The audit includes city ledger, reservation deposits, credit card accounts and room/restaurant charges.
  • Posts room, tax revenues, and no shows. Prepares final report of all accounts.
  • Responsible for counting bank at the beginning and end of shift to ensure the bank is accurately accounted for.
  • Responsible for making regular deposits in accordance with the hotel’s deposit procedure.
  • Serves as manager on duty during shift.
  • Other duties as assigned by Guest Service Mgr or as business and demand dictates.

Qualifications and Skills needed:

  • Position requires high school diploma or equivalent
  • Clerical and cash handling experience required.
  • Prior hotel front desk experience required. 
  • Must be computer and keyboard proficient.
  • Must have excellent verbal communication skills.
  • Excellent customer service skills.
  • Enthusiastic, out-going personality and interpersonal skills.
  • Department: Front Desk
  • Supervisor: Guest Service Manager

Location: Holiday Inn Express & Suites - Jacksonville in Jacksonville, FL 

Location: Holiday Inn - Jacksonville in Jacksonville, FL
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