Guest Services Representative

Job Description

Job Description

Embassy Suites by Hilton Jacksonville Baymeadows is looking for an attentive, engaging, and service-oriented Guest Services Representative to join our team!

POSITION SUMMARY

The  Guest Services Representative represents the hotel to the guest throughout all stages of the guest's stay.

This position is responsible for performing the activities of the front desk including reservations, guest services, and

telephone calls professionally, efficiently, and courteously.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Essential Duties :

1. Responds promptly and follows through on guest complaints in effective and friendly manner.

2. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

3. Uses suggestive selling techniques to up sell hotel rooms according to hotel standard procedures.

Job Duties and Responsibilities :

• Projects a professional image of the hotel.
• Notifies supervisor of incidents that may affect normal business operations or guest service.
• Performs well on all company shopping and telemonitoring programs.
• Knowledgeable of all front office functions, processes and procedures, hotel and surroundings.
• Follows all guidelines in regards to guest service, including, but not limited check in, reservations, check

out, special requests, pre-registration.

check cashing, cash-payment guests, telephone deposits, etc.

check-ins, special requests, etc.

procedures accurately.

ADDITIONAL DUTIES AND RESPONSIBILITIES :

Maintains punctual, regular and predictable attendance.

in working with guests and coworkers and including the ability to communicate effectively and remain calm

and courteous under pressure.

QUALIFICATIONS :

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat

to safety or health of employee or others. To perform this job successfully, an individual must be able to perform

each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or

ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

EDUCATION AND / OR EXPERIENCE :

Education and / or Experience :

High school diploma or general education degree (GED); or six months to one year related experience and / or

training; or equivalent combination of education and experience.

Language Skills :

Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents,

reports, manuals and correspondence. Must be able to write simple and complex documents, reports, and

correspondence. Must be able to speak effectively with clear speech to individuals and groups.

Mathematical Skills :

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Computer Skills :

Has advanced basic computer job skills including logging on to systems, ability to communicate by email, ability to

compose documents, enter database information.

Reasoning Ability :

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations. Ability to prioritize,

organize and delegate assignments. Must be able to accurately perceive, comprehend and analyze situations, data,

and incidents.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS :

The physical demands described here are representative of those an associate encounters while performing the

essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential duties and position requirements.

The associate must occasionally lift and / or move up to 5 pounds and very rarely lift and / or move up to 25 pounds.

While performing the duties of this job, the associate is regularly required to stand, talk, hear and walk; reach with

hands and arms; use hands to finger, handle or feel. The associate is occasionally required to climb or balance,

stoop, kneel, crouch, or crawl, taste or smell. The associate is occasionally required to sit. The associates must

be able to read, see (close, distance and peripheral vision), adjust focus and apply depth and perception vision.

The work environment described here is representative of those an associate encounters while performing the

essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential duties and position requirements.

While performing the duties of this job, the associate is regularly exposed to work near moving mechanical parts,

fumes or airborne particles. The associates is occasionally exposed to outdoor weather conditions, wet or humid

conditions (non-weather), toxic or caustic chemicals. In rare occasions, the associate is required to work in high,

precarious places. The noise level in the work environment is usually moderate.

Benefits

EEO Statement

We are an equal opportunity employer and prohibit discrimination / harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.