As a Guest Service Representative, you serve as both the first and last impression for our guests. You will be responsible for managing check-in and check-out processes, overseeing front desk operations, facilitating market sales, and engaging in all other guest interactions. Your goal is to consistently exceed established service standards while taking pride in maintaining the appearance and ambiance of the front desk, lobby, and surrounding areas. If you are friendly, approachable, and skilled at connecting with people from diverse backgrounds, this role could be the perfect fit for you. We are hiring for part-time positions; applicants must be at least 21 years old and possess a valid driver’s license for insurance purposes. The hotel operates 24/7, so availability on weekends, holidays, nights, and weekdays is required.
RESPONSIBILITIES
- Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
- Book guest hotel reservations.
- Register guests to the hotel, verifying reservation, personal information and securing payment information.
- Answer and route calls as appropriate; take guest messages with accuracy.
- Promote the brand loyalty program and provide recognition and benefits to all present members.
- Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
- Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
- Responsible for cash drawer contents and transactions during shift.
- Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
- Process all market and retail transactions for the guests.
- Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
- Maintain appropriate market inventory levels, restocking when necessary.
- Handle confidential information, including guest records, with a high degree of integrity.
QUALIFICATIONS
- High School Graduate or GED required.
- Knowledge of front desk operations and procedures, guest services and hotel services.
- Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
- Able to work independently and desire to participate as part of a team.
- Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
- Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
- Possess high school graduate-level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
- Demonstrate genuine care for customers and employees.
- Valid driver's license and over at of 21
- Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
- Able to work in a fast-paced environment.
BENEFITS
- PTO with immediate accrual
- Access 50% of your wages before payday
- Discount program for car rentals, travel, entertainment, etc.
- Hotel Discounts Worldwide
- 401(k) with immediate match
- Double Time for Holidays Worked
- Opportunity to cross-train in different departments and full-time hours