Guest Services Representative Staybridge Suites Des Moines, IA

Guest Services Representative

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Staybridge Suites in Des Moines, IA.

Job Purpose : Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.

Responsibilities :

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.
• Promote "preferred" guest program and provide recognition and benefits to all current members.
• Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Be friendly, thorough, accurate, and efficient in taking reservations.
• Be friendly, thorough, accurate, and efficient in performing check-ins.
• Be friendly, thorough, accurate, and efficient in performing check-outs (if applicable).
• Operate or assist with shuttle or transportation service in a timely and courteous manner.
• Assist guests with luggage upon their arrival to and departure from the hotel.
• Use the guests' names.
• Be knowledgeable and helpful about the local area, the hotel, and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests' with laundry / dry cleaning needs.
• Know of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive member of the team.
• Be professional, responsible, and mature in conduct and behavior.
• Be understanding of, encouraging to, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open line of communications with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical / developmental feedback.
• Maintain effective communication through the use of meetings, log books, and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company including, but not limited to those contained in the associate handbook.
• Safety and Security Skills :
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in-depth knowledge of and regularly re-stock and sell pantry items.
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Report potential sales contacts to the sales department.
• Protection of guests' room numbers.

Qualifications and Requirements :

What we can offer you :