New Leaf Hospitality Guest Service Representative in Watford City, North Dakota

Job SummaryPerform sales and customer service functions related to guest registration, process reservations and revenue collections in a manner that will ensure that guests receive a secure place to stay with friendly attentive service.ESSENTIAL FUNCTIONS:Recognize, Greet, extend warmth and hospitality to guests.Check guests in and out of the hotel, make reservations and keep front office in order.Treat all walk ins, phone calls, conversations and reservations as an opportunity to get a lead and probe for cross-sell business. Close the sale.Review in-house guest list daily for potential leads.Collect business cards and email addresses from each guest.Occasionally work with the Lead Generation Group to book room nights when the group has uncovered a particularly urgent lead.Follow up on leads immediately.Utilize lead sheets to track leads.Administer hotel guest payment policies.Handle hotel phone system and transfer calls. Take messages for guests, as well as hotel staff, when necessary.Take, modify and cancel guest reservations, noting any special requests.Assist in the verification, balancing and revenue maximization of hoteland#39;s suite availability.Coordinate with other departments to fulfill guest special requests.Communicate property facilities, amenities and services to guests at check-in.Answer guest questions regarding local area facilities.Responsible for shift cash transactions.Responsible for maintaining hotel key security system.Administer guest safe deposit boxes.Ensures Quality Assurance Scores and Goals from franchise and NLH corporate are met consistentlyKnow hotel emergency procedures.Inform Housekeeping of vacant dirty rooms, as guests checkout.Update room status as Housekeeping notifies the desk of changes.Read and communicate through the Logbook daily.Track status of rooms used for tours and status of rooms in Maintenance.Notify Housekeeping and Maintenance of any reported problems with rooms or grounds.Other duties as assigned by superiors.COMPETENCY:To perform the job successfully, an individual should demonstrate the following competencies :Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.Interpersonal - Maintains confidentiality.Oral Communication - Responds well to questions; Demonstrates group presentation skills;Team Work - Contributes to building a positive team spirit.Written Communication - Writes clearly and informatively; Able to read and interpret written information.Managing People - Makes self available to staff; Continually works to improve supervisory skills.Organizational Support - Follows policies and procedures including but not limited to, dress code policiesAdaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.Dependability - Commits to long hours of work when necessary to reach goals.Initiative - Asks for and offers help when needed.Planning/Organizing - Prioritizes and plans work activities.Professionalism - Treats others with respect and consideration regardless of their status or positionQuality - Looks for ways to improve and promote qualityQuantity - Strives to increase productivity.Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may