Job Location: 230 Cracker Barrel Dr

Clarksville, TN 37040

Hours: Vary but mostly 3p-11 weekend availability is a must.

Job Description/Summary: The Guest Service Representative is responsible for assisting guest with any request. Responsibilities include, but are not limited to, greeting and assisting with guest arrivals and departures by handling guest check-ins and check-outs, while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, and faxes, insuring complete guest satisfaction, and handling all Breakfast Attendants job descriptions at time when needed. Guest Service Representatives will work under the supervisor of the Front Office Supervisor/Manager and the General Manager.

Responsibilities:

• Ensure complete guest satisfaction

• Make a great first impression

• Must be able to work as and when needed

• Ensure complete guest safety

• Check in and Check out of the guest.

• Provides information about room/suite and package rates.

• Responsible for keeping all business confidential both on and off duty.

• Must work alongside other team members in harmony

• Informs guest of the hotel facilities.

• Assign guest rooms based on preferences and availability. Informing the next shift of any opportunities due to non-met service request.

• Must be able to lift at least 50lbs.

• Interacting with other departments and employees to ensure a good working relationship for all guest needs

• Knowledgeable of hotel facilities and services to direct an answer guest questions

• Knowledgeable of local area attractions, services, goods, and able to provide accurate area directions

• Recommending local area restaurants, points of interest, and/or needs for transportation

• Must be friendly, helpful, and well groomed, and dressed to standards, complete with a name tag always as stated in brand standards.

• Must understand and adhere to cash handling policies.

• Must be well versed in cash handling and accurately balance the drawer to include shift cash count verification report and witness procedure.

• Complete guest registration/reservation process to include retrieval of all required information including address, company name, and email address.

• Must be familiar with and adequately quote information from the brand’s loyalty/rewards program to include reward redemption and processing.

• Completion and distribution of shift check list.

• Drives the revenue management process.

• Handling guest concerns in a tactful manner and achieving resolution with guest follow up and written documentation of all occurrences forwarded to the Front Office Supervisor/Manager and General Manager.

• Daily completion and documentation of daily call around report, courtesy calls, and shift check lists.

• Knowledge, implementation and follow up of all brand standards regarding ADA, Handicap Policies, and Procedures.

• Answers questions in regard to the hotel’s facilities and services.

• Answering telephones and making reservations.

• Answering guest inquiries to include accurate area directions.

• Recommending local area restaurants, points of interest and/or needs for transportation.

• Handling guest needs.

• Maintaining Cleanliness of Front Desk (per brand standards), Lobby, and Back Office.

• Following up with guest check-ins, opportunities, and requests.

• Interacting with other departments and employees to ensure a good working relationship for all guest needs.

• Understands and implements (when necessary) all emergency procedures for incidents, accidents, fire, safety, or criminal activity. This includes knowledge and location of all utility shut down equipment and sprinkler, and fire alarm knowledge and system locations.

• Responsible for knowledge, and review of all safety procedures as outlined in the hotel safety manual.

• Responsible for reporting all suspicious persons or activities, hazardous conditions to management.

• Ensures that brand quality standards and services are maintained for Property, Product, and People.

• Must be able to work all shifts or varying schedules to support the business needs including weekends and holidays.

• Ensures security for the hotels guest, employees, and property assets.

• Supports established policies and procedures for the brand.

• Responsible for following instructions and performing work as assigned by a supervisor/manager, or the General Manager.

• Daily review of FOAI, and any other notes from previous shifts.

• Guest Service Representatives are always required to remain at the front desk workstation unless attending to a guest need/request, or during an emergency.

• Must be able to stand for the entire shift.

• Responsible for daily monitoring of cleanliness and maintaining appropriate inventory levels of the Marketplace. Ensuring the Front Office Supervisor/Manager and General Manager is notified of replenishment needs.

• Ensures lost and found items are bagged, tagged, and provided to the Assistant Housekeeper or Executive Housekeeper.

• Responsible for continual positive interaction with guest and potential guest.

• Responsible for any other duties or responsibilities at the sole digression and assigned by management.