Guest Service Representative - Best Western Premier - Denton

Wednesday, September 20, 2017

Job Title: Guest Service Representative (Front Desk Clerk)

Department: Guest Services (Front Desk)

Immediate Supervisor: Guest Service Manager


Ensures guest satisfaction and maximum revenue potentials through check in, check out, and attentive coordination of room sales and hotel services for the guests.


 Registers guests into the hotel in a prompt and courteous manner;

 Operate front office equipment, including computerized property management system;

 Utilizes upselling techniques to maximize room rates;

 Prepares for group check in and check out;

 Becomes informed of events and/or functions in the hotel during the shift;

 Checks guests out of the hotel; processes customer payments according to established policies and procedures;

 Understands room status and room status tracking;

 Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins and special requests;

 Responds to guests requests promptly and accommodates special requests whenever possible;

 Promotes hotel services, facilities and outlets; knows room locations, types of rooms available, room rates and all hotel services and amenities;

 Provides guests with information such as local attractions and directions;

 Resolves minor guest complaints to the satisfaction of the customer; informs supervisor (s) of major problems, complaints, disturbances, or unhappy guests;

 Books guest reservations; assists in pre-registration and blocking of rooms for reservations;

 Understands reservations cancellation procedures;

 Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; thoroughly understands and adheres to proper credit, check cashing and cash-handling policies and procedures;

 Posts all charges; completes cashier’s report, prepares deposit, and counts cashier bank;

 Issues, controls, and releases guest safe-deposit boxes;

 Mans business telephones, including PBX (switchboard) operation; practices proper telephone etiquette;

 Maintains the cleanliness and neatness of the front desk area;

 Coordinates guest room maintenance work with the maintenance personnel;

 Attends departmental meetings;

 Uses proper mail, package and message handling procedures;

 Issues, controls and releases guest room keys and property master keys;

 Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts;

 Treats all other employees and guests with dignity and respect.



Internal: Maintenance: to relay guest needs for service.

Accounting: to seek credit approval for payment processing.

Housekeeping: to verify room status and availability.

Sales Director: to coordinate lodging groups and/or special events, along with room availability and special sales efforts.

External: Hotel Guests: to sell and provide service; to resolve problems.


Education/Experience: High School Diploma or equivalent; previous customer service experience preferred.

Skills: Typing

Interpersonal skills

Computer aptitude

Telephone skills

Accounting / Cash Handling

Reading / Writing

Speaks, reads and writes English clearly


The major responsibility in this position is to operate the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person also types or uses a keyboard to coordinate hotel services for the guests.

This position utilizes problem solving and reasoning abilities often.

Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.

Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts, or the cashier bank.

Some time is spent moving about the property in servicing guest needs, such as delivering towels and amenities, placing rollaways and cribs, investigating maintenance problems, etc. In addition, cleaning rooms is sometimes a responsibility of this position, all of which involves unlocking, opening, bending, stooping, pushing, pulling, lifting and climbing stairs.

The preceding job description outlines the primary duties, responsibilities and requirements

of the Guest Service Representative position. The full scope of the position includes,

but is not limited to, the described job tasks and expectations.            


Apply in person at

Best Western Premier, Denton

2450 Brinker Rd.

Denton, TX  76208