A World-Class Hospitality Company

Guest Service Representative

Part Time

Posted November 22, 2019

Overview

The Guest Service Representative is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities
  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Qualifications

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous hotel front desk experience required.
  • Hilton Brand experience strongly preferred.
  • Basic computer skills required.
  • Must be flexible to work weekday and weekend shifts.

Hampton Inn & Suites Memphis-Beale Street

144 Room Hotel

At A Glance

Situated in the heart of Beale Street Entertainment District, this Memphis hotel is within walking distance of popular attractions such as the newly renovated National Civil Rights Museum. Watch a show at the Orpheum, visit nearby Graceland or explore the National Civil Rights Museum. Catch a game at AutoZone Ballpark or discover Memphis’ fascinating musical history at the Rock n’ Soul Museum.

Located close to the Memphis Business District and only a five-minute walk from FedEx Forum, this hotel boasts two versatile meeting rooms. Host a special event or conference for up to 30 guests and take advantage of the latest, modern technology. Stay connected in the business center, and enjoy free WiFi throughout the hotel. Unwind in a comfy guest room or upgrade a spacious suite with a separate living area, microwave, full-sized refrigerator, and dishwasher. Choose a room with a balcony and admire spectacular sweeping vistas of Memphis’ skyline. Wake up with Hampton’s free hot breakfast, and sip on tea and coffee 24 hours a day in the inviting lobby lounge. Plunge into the pool or refresh with an invigorating workout.