Must be flexible for any shift
The Guest Service Representative will provide a welcoming, efficient, and genuine arrival and departure experience for guests creating a connection, a positive first and lasting impression to reflect service culture. This position will strive for a remarkable customer service experience for each and every guest by understanding who our guests are and recognizing opportunities to exceed their expectations. Associates are knowledgeable about hotel facilities, services, and events including key brand programs where implemented in the hotel.
Responsibilities and Duties
- Provide a high standard of customer service
- Register guests using the ARRIVALS and DEPARTURES procedure and assign rooms, accommodating special requests whenever possible.
- Thoroughly understands and adheres to proper credit and cash handling policies and procedures.
- Use of proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner.
- Acts as a host to our guests by searching out opportunities to go above and beyond, to wow the guest; drive customer loyalty by building emotional, individualized connections with customers; and anticipating needs and being proactive.
- Acknowledge all customers that enter the lobby area and greet guests first.
- Promote goodwill by being courteous, friendly, professional, and helpful to guests and co-workers.
- Interprets guest needs and provides exceptional service.
- Actively seeks opportunities to make a connection with the guest, far surpassing their expectations at every opportunity. This includes delivering requested room amenities to guest rooms as is requested.
- Provide reservation and rate information as required.
- Sell rooms to walk-in guests.
- Make reservations as promptly and efficiently as possible with the knowledge that phone reservations take priority over all other forms of sales and customer service inquiries.
- Know and enforces cancellation procedures and policies.
- Processes payments for all prepaid and third-party booking rates.
- Update and implement Member upgrades as required, block rooms, print folios, and prepare key packets.
- Review incoming groups for any special requests, billing patterns, and group arrivals.
- Check for special requests, prepare key packets if required.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Participates as a member of the Front Office Team by assisting in various Front Office and Hotel Operations.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day rooms etc.
- Coordinates guest room maintenance work with the maintenance department
- Have a strong knowledge of hotel promotions and specials.
- Have a strong knowledge of the hotel and local area.
- Have a strong knowledge of fire and health and safety procedures.
- Have a strong knowledge of conflict resolution procedures.
- Help motivate and foster a team atmosphere within the Front Desk Department and hotel as a whole.
- Maintain strong organizational skills.
- Maintain proper attendance
- All other duties as assigned by management.
Qualifications and Skills
- Required to work flexible hours including weekends and holidays.
- Must be able to stand for extended periods of time.
- Passionate about customer care.
- Excellent interpersonal and communication skills (written and verbal).
- Attention to detail.
- High Standards.
- Winning mindset.
- Leadership.
- Team player.
- Ability to multi-task and prioritize competing demands.
Must Be Available to Work Weekends/Holidays
Job Type: Full-time
Job Types: Full-time, Permanent
Pay: $17.60-$17.65 per hour
Work Location: In person
