Guest Service Representative

About the Role

The Guest Service Representative consistently delivers outstanding customer service, upholding the highest standards and exceeding guest expectations through the check-in/check-out process, in-person interactions, and telephone communications. This role serves as the communication and information center for guests, fellow employees, vendors, and business representatives, performing various clerical, basic computer, reception, and simple accounting tasks.

Key Responsibilities

• Complete all required training.
• Adhere to all standard operating procedures and property-specific brand standards.
• Perform other duties as requested by management.
• Provide personalized, friendly service to every guest and associate.
• Sell and up-sell rooms to walk-ins and phone reservations.
• Strive for the consistent goal of 100% occupancy and 100% guest satisfaction.
• Respond to guest requests with urgency and concern.
• Assist teams when needed, embodying a "ONE TEAM. ONE VISION." philosophy.
• Provide innovative ways to align with the mission to be the best hotel company.
• Promote and engage in internal growth programs.
• Exemplify and live by the company culture.
• Meet/exceed company goals and three metrics.
• Communicate with the housekeeping department to ensure an ample supply of clean rooms.
• Check the credit of guest accounts daily and follow up as needed.

Requirements & Tech Stack

• PBX phone system
• Key card system
• PMS reservation systems
• General office machines
• Fire alarm system
• Emergency/evacuation procedures
• Computer PMS systems and functions

Qualifications

• Ability to keep confidential the business functions of the company.
• Responsibility for the security of guests, fellow employees, and hotel assets.
• Ability to report to scheduled shifts.
• Ability to communicate effectively in writing, by telephone, and in person.
• Ability to work a flexible schedule.
• Organization, honesty, and ability to work well with others.
• Ability to maintain a clean and attractive work area, uniform, and person.
• Highest degree of integrity and humility.
• Ability to work with people from diverse cultures and backgrounds.
• Values of dedication, innovation, respect, excellence, community focus, and service.
• Ability to bend, reach, kneel, push, stretch, and lift and/or carry up to 25 pounds.
• Ability to perform work for 8 hours and work in a restrictive space/environment.
• Eyesight enabling vision both near and far.
• Ability to use/lift arms for up to 8 hours.
• Ability to handle and work well under pressure.
• Finger dexterity for operating equipment such as computers.
• Ability to understand operating of computer PMS systems and functions with minimal supervision.
• Ability to speak in a clear, understandable voice.
• Ability to hear at a basic level.
• Ability to understand English.
• Professional telephone & communication skills
• Patience and understanding
• Knowledge of all hotel systems.
• Knowledge of the surrounding area.
• General knowledge of housekeeping, bed making, vacuuming, etc.