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Guest Service Representative

Posted July 15, 2020

WoodSpring Suites Fort Myers Northeast
Fort Myers, FL
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About This Job

Job Responsibilities

Provides friendly and responsive front desk service to guests, while also ensuring that guest payments are collected and processed in a reliable and timely manner.

Greets guests, assists them with check-ins and check-outs, registers and assigns rooms, issues room keys/cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statement to and collects payments from departing guests.

Ensures that all service provided is consistently prompt and courteous and designed to meet high standards of quality to ensure guest satisfaction and repeat business.

Cleans the lobby and public restroom; washes and folds laundry; and assists other staff in preparing check outs to be guest ready.

Responds to any/all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner.

Essential Functions

Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations; greets, registers, and assigns rooms to guests.

  • Secures payment; verifies and adjusts billing. Verifies customers' credit, and establish how the customer will pay for the accommodation. Computes bills, collects payments, and make change for guests.
  • Keeps abreast of hotel policies concerning room/sign rates, group and other discounts, and special offerings.
  • Maintains proficiency in all location computer and software systems.
  • Issues room keys, identifies and explains room features to guests. Supplies guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
  • Keeps records of room availability/inventory management, and guests' accounts.
  • Performs bookkeeping activities including running reports, posting payments to guest folios.
  • Records guest comments or complaints, referring customers to General Manager as necessary.
  • Contacts housekeeping or maintenance staff when guests report problems.
  • Responds to emergency situations.
  • Cleans and maintains common areas within the hotel: hallways, lobbies, restrooms, corridors, elevators, stairways, to WoodSpring standards.
  • Assists guests in checking in or out as directed by the General Manager.
  • Keeps store rooms in clean, safe, and organized condition at all times.
  • Assists other employees in completing their respective duties, as necessary, to achieve guest ready rooms, public areas, and outstanding customer service.
  • Cleans and maintains lobby, entrance doors including snow removal from entrances, sidewalks, and emergency exits.
  • Works in laundry room area loading and unloading washers and dryers and folding items.
  • Notify General Manager or Maintenance Technician of any major repairs.
  • Provides inventory management to ensure property is equipped with necessary parts and supplies.
  • Serves as Manager-on-Duty in General Manager and/or Lead GSR absence.
  • Prepares housekeeping duty rosters for move-out and stay-over cleans.
  • Inspects/stocks housekeeping carts for service preparedness.
  • Inspect rooms for guest readiness.
  • Other duties as assigned.

Essential Functions are not all inclusive; other duties may be assigned.

Competencies

Adaptability and flexibility – Displays the capability to adapt to new, different, and changing requirements.

Communication – Convey information clearly, correctly, and succinctly.

Dependability and reliability– Displays responsible behaviors at work: attendance and punctuality, attention to details, following directions, and fulfilling obligations.

Integrity – Displays strong moral principles and work ethic. Behaving ethically, acting fairly, and taking responsibility.

Interpersonal Skills – Displays the skills to work effectively with others.

Professionalism – Maintaining a professional presence. Demonstrating self-control, maintaining a professional demeanor and a positive attitude.

Skills/Qualifications

  • High school diploma or equivalent.
  • 1-5 years prior guest service experience in a hotel is preferred.
  • Must have computer skills; the ability to access and accurately input information into a computer system.
  • Must maintain a professional appearance and demeanor.
  • Friendly, cooperative manner and patience in dealing with unreasonable requests or rude customers.
  • Must have flexible schedule.

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. 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 occasionally required to stand; walk; sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Frequent lifts, carries, or otherwise moves and positions objects weighing up to 50 lbs.
  • Frequently bends, kneels, crouches.
  • Repetitive movement of hands, arms and legs, sweeping, vacuuming, mopping, wiping, pushing, lifting.
  • Exposure to adverse weather conditions, hazardous chemicals, odors, dirt and dust.
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About this Employer

WoodSpring Suites Fort Myers Northeast

9701 Orange River Road
Fort Myers, FL 33905

(239) 690-5026

121 Room Extended Stay

www.woodspring.com

Extended Stay Hotel Near Lee County Manatee Park

Those visiting or moving within the Ft. Myers area needing a clean and comfortable hotel suite for a few nights or more will appreciate WoodSpring Suites Fort Myers Northeast an extended stay hotel with weekly rates and nightly, monthly, and long stay rates that all save guests more money the longer they stay. Business travelers, tourists, vacationers, and others will enjoy the spacious rooms with in-room kitchens, full-/double-sized beds, and sleeper sofas. Every guest can take advantage of free wireless internet and a 24/7 guest laundry room and vending machines. Always-available staff ensures every guest is comfortable and well-taken-care-of.

Traveling, even for a night, can be expensive and stressful. WoodSpring Suites Fort Myers Northeast is an extended stay hotel that aims to keep it simple. Clean, comfortable rooms and a simple guest experience. Choose from three room layouts with combinations of full-/double-sized beds and sleeper sofas. Every room has an in-room kitchen complete with stove, microwave, counter and cupboard space, prep sink, and fridge and freezer. Free wi-fi keeps guests connected and improves the value of low, weekly rates. Professional staff, guest laundry, and vending machines are always available for guest comfort.