What are the responsibilities and job description for the Guest Service Representative position at Holiday Inn Express & Suites?
About this job...
Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.
What you'll be doing...
- Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
- Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
- Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
- Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
- Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
- Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
- Always maintain professionalism consistent with hotel brand and company expectations.
- Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
- Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
- If applicable, maintain balance and security of house bank and accurately log all transactions.
Requirements...
Experience & Education:
- 1 years of customer service experience, preferably in Hospitality or related industry
- High School diploma or equivalency education certificate required
Communication:
- Excellent verbal and written communication skills
- Must be able to speak, read, and write in primary language used in the workplace
Physical:
- 8 hours per day at standing desk/computer; stand and walk frequently throughout the workday
- Lift, lower, and maneuver up to 30 pounds occasionally
Job Type: Full-time
Pay: $15.00 - $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Roseville, MI 48066 (Required)
Ability to Relocate:
- Roseville, MI 48066: Relocate before starting work (Required)
Work Location: In person
Salary : $15 - $16