Guest Relations Associate

Job Description

Process all guest check-ins, check-outs, room assignments, and late check-out requests accurately and efficiently. Secure payment authorization, activate or reissue room keys, and verify that room rates match applicable market codes; document exceptions. Adjust guest billing as needed; process vouchers, paid-outs, charges, and provide change when appropriate. Communicate with Housekeeping to ensure timely updates on room availability and address guest concerns. Clear departures in the system and update room status; manage and file guest-related documentation. Answer guest inquiries, fulfill service requests, and follow up to ensure satisfaction. Operate the switchboard to handle internal and external calls, messages, and service routing. Run and verify daily reports including contingency lists and credit card authorizations. Arrange guest/visitor transportation when needed; supply accurate local directions and information. Count and reconcile cash bank at beginning and end of shift; cash traveler's checks and handle various forms of payment. Notify Loss Prevention/Security in cases of reported theft or suspicious activity. Follow all safety and company policies, maintain confidentiality, and protect company assets. Greet guests professionally, anticipate their needs, and provide personalized service, including assistance to individuals with disabilities. Maintain a polished personal appearance and comply with quality assurance standards. Communicate effectively with guests and coworkers; support team goals through cooperation and problem-solving. Stand, sit, or walk for extended periods as needed to fulfill shift responsibilities.