Guest Service Representative (Hotel)

We are looking for a Guest Service Representative to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. GSR's responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. GSRs will offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like booking reservations, answering phone, check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will be responsible for our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Liaise with Housekeepers to provide an overall comfortable guest experience
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients

Skills

• Proven work experience in customer service
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation

Benefits

• Digital Tipping
• 40 hrs PTO per year
• Hotel discounts

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Job Type: Part-time

Pay: $16.00 per hour

Benefits:

• Employee discount
• Paid time off

Application Question(s):

• Are you available to work weekends and holidays?
• Describe your customer service experience.

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

Salary : $16