The Guest Service Representative is responsible for all guest interactions at the front desk, including registration, departure processing, and communication of hotel services. This role requires a high level of customer focus, providing an opportunity for anengaging and outgoing personality to create positive guest experiences. Duties also include processing payments and responding to guest inquiries, while following all procedures set by management.
The Guest Service Representative role is best suited for someone who:
Benefits include competitive hourly pay with opportunities for performance-based incentives, vacation/sick/bereavement/holiday pay, health/vision/dental insurance, life/STD insurance, 401k, employee discounts, free third-party employee assistance program, and opportunities for growth within Vista Host's expanding portfolio. Limited paid housing is available.
Duties and responsibilities include providing exceptional customer service to all hotel guests, making their stay as comfortable and enjoyable as possible while achieving team and brand goals; performing quality assurance requirements for the front office department; ensuring compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety; remaining highly visible and readily available for guests, taking initiative to offer assistance or answer questions; adhering to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits; managing guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction; greeting, registering, suggestively selling (and upselling), issuing room keys, and assigning rooms in a friendly and efficient manner; providing information about the hotel, amenities, local dining, attractions, and travel directions; accurately checking out guests and communicating departures to housekeeping; making, confirming, and canceling reservations via telephone, computer, and written communication; answering and routing internal and external phone calls in a friendly manner, following prescribed procedures; updating the shift-to-shift log regularly to ensure clear communication between shifts; maintaining cleanliness and organization of the hotel lobby, coffee stations, and front desk area; assisting other departments as needed and performing other related duties as assigned.
Position requirements include the ability to communicate effectively in English, both written and verbally; the ability to stand for extended periods; the ability to lift up to 20 lbs; and the ability to work independently and manage tasks without supervision.