Guest Service Representative

Position Summary

We all know first impressions mean everything. What you do the second a guest walks through those doors, sets the expectation for the rest of their stay. Making a guest feel at home the second they walk in is essential in any successful operation. Whether its a family getting away or another road warrior you mold your check in to better suit each guest individually. As a Front Desk Agent with The TownePlace Suites, you’ll have every opportunity to make someone’s stay.

At a Glance, you will:

• Provide that critical first impression to our guests and have a true passion for delivering exceptional service.
• Welcome and serve guests in person and over the phone everyday.
• Enjoy solving problems, be comfortable using a computer to check guests in and out, and handle cash and credit card transactions accurately and confidently.
• Approach all encounters with guests and employees in a friendly, service oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with hotel standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with hotel standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm smile at all times.
• Greet and welcome all guests approaching the Front Desk in accordance with hotel standards.
• Maintain proper operation of the telephone switchboard and ensure that all performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees.

Keys to Success

• Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
• Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers
• College course work in related field helpful
• Experience in a hotel or a related field preferred
• High School diploma or equivalent required

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Customer Service: 3 years (Preferred)
• Hotel Experience: 1 year (Preferred)

Work Location: In person