What are the responsibilities and job description for the Guest Service Representative position at Strand Hospitality Services?
Join the Hampton Inn and Suites (Cashiers/Sapphire Valley), a Strand Hospitality managed hotel
We offer competitive pay and benefits for our valued employees
Everyone (including part time associates) can join a 401(k) Fidelity plan with a company match of up to 4% of the employee annual income. You also receive pay at time and a half on major holidays, as well as discounts in hotels located worldwide, theme parks, Broadway shows, and much more
Job Summary
The Guest Service Representative provides excellent customer service to the guests during their hotel stay. Responds to guest requests as well as proactively predicts guests' needs. Provides information and services to the guest at the front desk of the hotel.
Duties and Responsibilities
The Guest Service Representative's responsibilities include, but are not limited to:
- Answers incoming telephone calls professionally, following the hotel and/or brand expectations regarding phone etiquette.
- Provides excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
- Makes reservations or modifies reservations as needed.
- Follows hotel and/or brand standards related to guest interactions and reward programs.
- Coordinates check-in and check-out procedures with multiple guests in line in a courteous and efficient, providing a positive experience for each guest.
- Maintains guest privacy and safety by not sharing information about guests, to callers, walk-ins, or other guests.
- Documents information regarding guest or room information in the front desk notebook for future shifts. Protects this information as confidential from guests and employees without a "need to know".
- Assists sales team with pre-registration and blocking of rooms for groups.
- Adheres to proper credit, check cashing, and cash-handling policies and procedures.
- Tracks room status to ensure guests are assigned to vacant ready rooms.
- Shares correct information regarding rooms, amenities, and hotel rules.
- Uses suggesting selling techniques to sell rooms and to promote other services of the hotel.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Processes mail, packages, and message handling with care so accurate information is provided to guests or management promptly.
- Attends department meetings.
- Communicates with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
- Follows all safety and emergency procedures. Is aware of accident prevention policies.
- Completes duties and confirms on shift checklist as assigned.
- Various other duties as assigned by Supervisor.
Requirements
- Hotel Guest Services Experience Preferred
- Customer Service Experience Required
- Ability to reason and make appropriate decisions in response to guest concerns
Strand Core Values
All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.
RESPECTFUL
ADAPTIVE
SERVICE
ACCOUNTABLE
UNIFIED
DEDICATED
Guest Service Representative Core Competencies
- Guest Satisfaction
- Strong Communicator/Listener
- Problem Solver
- Friendliness/Helpfulness
- Coachability
Work Environment
- Prolonged periods of standing at the hotel guest services desk
- Frequent walking
- Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
- Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
- Vision – must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
- Frequent lifting, carrying, pushing and pulling up to 15 lbs.
- Occasional lifting, carrying, pushing or pulling up to 25 lbs.
It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.