Job Summary
We are seeking a dedicated and friendly Guest Service Representative to join our team. The ideal candidate will be the first point of contact for our guests, providing exceptional customer service and ensuring a welcoming atmosphere. This role requires strong communication skills, attention to detail, and a passion for hospitality. If you thrive in a fast-paced environment and enjoy helping others, we would love to hear from you.
Responsibilities
- Maintain a positive attitude and good communication, maintain excellent grooming standards. Must always be in full uniform.
- Contributes to achieving the loyalty of our guests by exceeding their expectations and providing warm personal service, resolve guest concerns, handle emergencies and other challenges that may occur during the assigned shift. Implement resolutions by using discretion and judgment.
- Complete the registration process with accuracy by inputting and retrieving information from the computer system and confirming pertinent information. Make appropriate selection of rooms based on guest needs, codes electronic keys and ensures appropriate payment details are held on the guest account. Directs the guest to the room and offers any other available services. Ensure guest knows location of room.
- Promote and administer Choice Rewards Program.
- Ensure rooms and services are correctly accounted for within the guest statement and assist guests with check out payments and charges. Accept and record vouchers, and all other forms of payment.
- Make sure to keep the surrounding clean and disinfect the high touch points.
- Greet guests immediately with a friendly and sincere welcome using a positive and clear speaking voice, listen and understand guest requests, responds with appropriate action and provides accurate information on hotel services.
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
- Promptly answer the telephone and email inquiries. Input messages into the computer and advises other team members of special guest needs. Retrieve messages and communicates to the guest. Retrieve mail, packages and facsimiles of other special items for customers as requested.
- Use up-selling techniques to promote hotel services and facilities
- Comply with hotel security, fire regulations and all health and safety legislation
- Demonstrate a high level of customer service at all times
- Achieves positive outcomes from guest queries in a timely and efficient manner
- Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and managers.
- Support team members in handling guest requests and inquiries to ensure a positive outcome.
- Adhere to and apply all company policies, procedures and standards and establish recipe specifications within the kitchen and the hotel.
- Collaborate with sales department by providing corporate leads, customer feedback and report on success and outcome of activities and projects.
- Able to instruct, direct and take control in emergency situations.
- Provide daily communication to the Department leads and Management.
- Review weekly brand standards for any updates or changes of standards.
- Maintain responsibility and accountability for the hotel property and the safety of guests, team members, and have authority for the hotel operations while on duty.
- Ensuring the safety and well-being of our guests and colleagues by maintain knowledge of crisis and emergency procedures, as well as Fire Panel/Evacuation procedures.
- Maintain hotel policies and procedures and confidentiality as guide lined as well as code of conduct.
- Maintain health and safety standards by performing cleaning duties.
- Notify management of any unusual incident as instructed or otherwise deemed necessary regarding operation and/or safety and security oh the hotel concerns.
Join our team as a Guest Service Representative where your contributions will make a difference in creating "Home Away Home" for our guests!
Job Types: Full-time, Part-time
Pay: $18.00-$19.50 per hour
Work Location: In person
