Hotel Guest Service Representative

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

We are looking for someone to provide the best possible service and achieve the highest guest satisfaction. Our hotel team aims to provide guests with the most outstanding experience possible while staying. The reason for travel as a vacation, a quick trip out of town, or for work. We want people to consider their stay a break from their lives, full of relaxation and simple pleasure.

RESPONSIBILITIES

• Greets guests warmly and provides a seamless check-in and check-out experience.
• Gets to know the guests and fills in their profiles, which are used for market segmentation and future sales opportunities.
• Respond promptly to guest inquiries and concerns, ensuring high guest satisfaction. Take every opportunity to increase guest loyalty. Suggests that guests leave a review for the hotel and your service.
• Creating and maintaining accurate guest folios involves recording charges, payments, and any additional services the guests use during their stay.
• Uphold hospitality and company procedure standards and maintain a clean and organized front desk area and lobby.
• Stock the lobby with guest supplies and gifts, help with inventory, and keep it looking well stocked and presentable.
• Provide information and answer questions offering information about the facility, nearby attractions, and available services. Regularly offers assistance in finding transportation or navigating the town. Give out tips and tricks to make sure the guests get the best out of their stay.
• Team oriented, works all scheduled shifts, and covers shifts as needed as support.
• Communicate about workload and timelines transparently, communicate challenges, and propose solutions.
• Has a safety-first attitude towards guests and their role and follows all hotel safety and security policies.
• Writes reports, drafts messages, fills in checklists, and reviews written communication to and from guests, other departments, and management.
• Sells and upsells guests inquiring about the hotel in person or over the phone, offering additional packages and better room types, or even converting a request into a night's stay.
• Use what you know about a guest to find ways to improve the guest experience throughout their day or develop ideas to make memorable moments.
• Cross-trains in other departments, including laundry and housekeeping, to offer support when needed.
• Follows phone scripts and other training provided, gives out up-to-date information, and provides a courtesy call 20 minutes after check-in and gives out the best information possible.
• Performs audit functions for outstanding payments, account ledgers, and reports, helping make timely payments.
• All other duties as scheduled and assigned throughout the day.

QUALIFICATIONS AND EXPERIENCE

A Guest service representative should be friendly, attentive, and have excellent communication skills. They should also be able to stay calm under pressure, think creatively, and adapt to solve problems. This individual must be able to do each essential job function listed in this document, including responsibilities and qualifications. Reasonable accommodations may be made for a qualified disability.

• A high school diploma or general education degree (GED) is preferred.
• 1 year of experience in hospitality or a related role.
• A genuine passion for hospitality and the goal of helping others.
• Adept in problem-solving with critical thinking skills to identify issues, analyze options, and make informed decisions
• Must remain calm under pressure and find creative solutions, which is crucial for effectively addressing unexpected situations.
• Able to follow instructions and procedures given verbally or in writing.
• Basic knowledge of computers and software, including the ability to use e-mail, word processing, and spreadsheet software.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to interpret bar graphs.
• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively communicate professionally with guests, associates, supervisors, and others as required for optimum property operation.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to stand, walk, use hands and fingers, handle or feel objects, tools, or controls, and talk or hear.
• The employee must frequently reach with hands and arms above the head. The employee is occasionally required to stoop, kneel, crouch, crawl, taste, or smell.
• The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.