What are the responsibilities and job description for the Hotel Guest Service Representative position at Hampton Inn - Westfield?
Looking for a Guest Service Representative/Customer Service Specialist to join our team in providing exceptional service to all hotel guests! We are seeking someone who is passionate about providing superior guest service, with excellent communication skills, and a drive to succeed.
Responsible for:
· Managing day-to-day front desk duties including answering phone calls, checking guests in and out of rooms, managing guest billing and payment collection, and assisting guests with questions
· Ensuring the hotel consistently meets or exceeds guest service expectations and achieves excellent guest satisfaction metrics
· Reporting incidents or means of improving guest satisfaction to management to ensure the hotel meets the needs of its guests
· Understand and comply with all front desk shift policies and procedures
· Work with management to ensure group/ guest requests and requirements are taken care of prior to guest check in
· Communicate and collaborate with other hotel departments including housekeeping and maintenance to deliver a seamless guest experience
· Maintain proficiency in any brand computer systems to make and modify reservations, manage billing, and monitor room rate and availability.
· Maintain organized records of guest communications and requests for management and future shifts.
· Develop a deep knowledge of the hotel property, local area and amenities, brand programs, and other information required to deliver excellent customer service.
· Understand and follow all guest safety and security policies and procedures
· Develop and maintain positive working relationships with team members
Prior Hilton Hotels experience is a plus!
Competitive pay based on experience
Qualifications
- Strong customer service skills with a focus on guest satisfaction
- Proven experience in front desk operations within the hotel industry
- Excellent communication and phone etiquette skills
- Familiarity with multi-line phone systems and guest relations
- Knowledge of hospitality management principles
- Bilingual or multilingual abilities are a plus
- Experience with night audit procedures is advantageous
Job Types: Full-time, Part-time
Pay: $15.00 - $16.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $15 - $16