Position:  Guest Service Representative - TownPlace Keystone
Location:  8468 Union Chapel Rd.
Indianapolis, IN
Job Id:  1501
# of Openings:  1

TownePlace Suites, Indianapolis Keystone
Visitors to Indianapolis’ most prestigious area, Keystone at the Crossing, enjoy residential-style comfort in this all-suite hotel. Located within walking distance to a variety of restaurants and shopping, and just a short drive to both downtown Indianapolis and the Indianapolis International Airport (IND), the TownePlace Suites by Marriott offers guests their choice of residential-style studios, one, and two-bedroom suites. Each suite features in-room work space, a comfortable living area, and a full-size kitchen. Guests also benefit from complimentary amenities such as WiFi, an on-site fitness room, and access to the nearby Lifetime Fitness club, which offers free fitness classes, spas, and an indoor pool.
 
POSITION TITLE: Guest Service Representative
REPORTS TO: Front Office Manager
POSITION SUMMARY:
Represents the hotel to the guest throughout all stages of the guest's stay. Determinate's a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.
Guest Service Representative​ duties and responsibilities:
  • Register guests and assigns rooms. Accommodates special requests whenever possible.
  • Assists in pre-registration and blocking of rooms for reservations.
  • Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
  • Understands room status and room status tracking.
  • Knows room locations, types of rooms available, and room rates.
  • Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
  • Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
  • Knows the location and types of available rooms as well as the activities and services of the property.
  • Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
  • Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
  • Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
  • Knows how to use front office equipment.
  • Process guest check-outs.
  • Performing cashier related functions like posting charges to guest accounts, raising paid out's, 
  • Follows procedures for issuing and closing safe deposit boxes used by guests.
  • Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
  • Uses proper telephone etiquette.
  • Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's
  • Uses proper mail, package, and message handling procedures.
  • Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
  • Attends department meetings.
  • Reports any unusual occurrences or requests to the manager or assistant manager.
  • Knows all safety and emergency procedures, Is aware of accident prevention policies.
  • Maintains the cleanliness and neatness of the front desk area.
  • Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
PREREQUISITES:
Able to work 7-3 and  3-11 PM shift, with weekend/holiday availability 
Education: High school graduate or equivalent. 
Experience: Previous hotel-related experience desired.
 
This position is located at:
 
Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Arbor Lodging Management expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Arbor Lodging Management’s employees to perform their job duties may result in discipline up to and including discharge.

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