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Position Title: **Guest Service Representative**Apply Today!
Immediate Supervisor: Guest Service Manager or Assistant GM
**Major Function:**
* Represents the hotel to the guest through the guests stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assure the guests receive a safe and secure place to stay with friendly, attentive service ensuring the guests have a pleasant stay and a smooth checkout.
**Essential Functions:**
* Provide the highest quality of service to the guest at all times. Anticipate the guests needs and exceed their expectations.
* Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests.
* Assists guests efficiently, courteously and professionally in all service related functions to maintain propertys high standard of service and hospitality.
* Greet and register guests and provide room assignments accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations. Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel.
* Act as a liaison between management and guests. Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction.
* Handle guest check-ins and check-outs efficiently, friendly and professional manner.
* Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered.
* Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and companys walk policy.
* Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift. Check all credit cards to ensure they are valid. Communicate with incoming shift associates by logging pertinent information in the pass on log.
* Develop a thorough knowledge of the accounting system particularly how to handle guests being Direct Billed.
* Develop a thorough knowledge of property management system.
* Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by brand.
* Have knowledge of hotel property, hotel staff, and hotel services with hours of operations; room locations, types of rooms, and room selling strategies; hotel rates and discounts and how to handle each; hotel credit and check cashing policies and procedures.
* Answer inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions.
* Maintain guest privacy. Never announce guest room numbers. Never transfer calls to a room without the caller identifying the name of the person in that room.
* Keep the Front Desk area neat, clean, and free of safety hazards. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
* Maintains proper key control for the property. This would include internal keys and guest keys. Never give an additional key to a guest without first checking their identification.
* Assist in maintaining public areas of the hotel in a clean and orderly condition.
* Receive and transmit mail, phone, and written messages for guests. Responsible for proper telephone etiquette.
* Maintain wake up call logs and ensure they are entered into the system properly.
* Attend to special service requests including securing of guest valuables in safety deposit boxes and ordering complimentary amenities.
* Deliver requested items when possible.
* Maintain the business center supplies and cleanliness.
* Be aware of new potential sales contacts through guest interaction and report the information to the appropriate individual. Promote repeat business by offering to take future reservations upon check-out and providing recommendations for alternate same brand -type products. Provide Sales leads to the sales department or general manager.
* Contribute and support the hospitality programs to ensure their success.
* Must be able to lift and carry 25 pounds; push and pull 50 pounds.
* Have a thorough knowledge of emergency procedures.
* Wear proper uniform at all times in accordance with the Standards of Appearance.
* Where applicablefollow approved laundry procedures, ensure understanding of operation of washer and dryers. Assist in folding linen according to proper standards. Adhere to no iron laundry procedures.
* Must be thoroughly familiar with Associate Handbook. Associate must adhere to all work rules, procedure and policies established by the company; including, but not limited to, those contained in the Associate Handbook.
* Must maintain certification from a responsible vendor training if alcohol is served at your respective property.
* Other duties as assigned, of which the associate is capable of performing.
Company : Springwood Hospitality
Position : Guest Service Agent
Date Posted : October 20, 2021
Location : 1584 Fruitville Pike, Lancaster, US, PA, 17601
Job Category : Team Member
Full Time
$33k-44k (estimate)
06/03/2024
06/22/2024
springwoodhospitality.com
YORK, PA
50 - 100
2007
DAVID H HOGG
<$5M
Springwood Hospitality is in the business of successful hotel development and management. In other words, we are in the people business. Our investors, guests and associates drive the success of our company. Thats why we focus on three simple words that describe our people and mean a lot to us. Those three words are CARING, Competent & Committed. CARING. We Care, so it's easy to work with us and great to work for us. Aware. We know our markets and we know our business. Relationships. We build our business on relationships. Integrity. We do what's right - always. New. We master new challenges w ...
ith urgency. Grounded. We balance work with family, faith, and community. Competent. We minimize the operational problems our hotels may encounter by hiring competent people and building reliable systems that allow us to maximize our efficiency and profitability. Our management technology allows us to stay in minute-by-minute contact with our properties and constantly optimize delivery of service and profitability. Committed. We have a passionate commitment to our guests, our associates, our investors and our communities. This is not just a claim. We demonstrate it every day. We currently manage the following hotels: York, Pennsylvania Homewood Suites by Hilton York Home2 Suites by Hilton York Hampton Inn & Suites by Hilton York South Tru by Hilton Lancaster, Pennsylvania Tru by Hilton Lancaster East Home2 Suites by Hilton The Wilbur, Tapestry Collection by Hilton (Lititz, PA) Hershey, Pennsylvania Fairfield Inn & Suites Chocolate Avenue Tru by Hilton- Hershey Chocolate Avenue Harrisburg, Pennsylvania Home2 Suites by Hilton- Harrisburg North Easton, Pennsylvania COMING SOON- Dual Brand Home2/Tru by Hilton Ephrata, Pennsylvania COMING SOON- Home2 Suites by Hilton Martinsburg, West Virginia COMING SOON- Home2 Suites by Hilton
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The following is the career advancement route for Guest Service Agent positions, which can be used as a reference in future career path planning. As a Guest Service Agent, it can be promoted into senior positions as a Front Desk Clerk, Sr. that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Guest Service Agent. You can explore the career advancement for a Guest Service Agent below and select your interested title to get hiring information.
If you are interested in becoming a Guest Service Agent, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Guest Service Agent for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Guest Service Agent job description and responsibilities
Reservations at restaurants or entertainment venues may be made the guest service agent.
03/06/2022: Colorado Springs, CO
When customers check out, part of a service agent’s job entails totaling their bills.
12/21/2021: Gainesville, FL
Calls from hotel rooms that come through the switchboard are usually handled by guest service agents.
03/08/2022: Lompoc, CA
When a problem with cleanliness arises, the agent dispatches housekeeping personnel to the room.
03/03/2022: Flagstaff, AZ
The agent tabulates the room rate and any telephone or room service charges added during the stay.
02/11/2022: Rochester, NY
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Guest Service Agent jobs
Being organized and detail oriented will be beneficial to maintaining records and sorting guest requests.
01/26/2022: Sarasota, FL
The best guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.
02/03/2022: Sioux Falls, SD
Hotel guest agents spend much of their time arranging for services hotel quests request or need.
02/14/2022: Des Moines, IA
Even minor tasks, such as taking messages for guests and receiving or sending faxes may make a guest's stay more satisfactory and fall under a hotel guest agent's job description.
01/16/2022: Concord, NH
Concierge create memorable guest experiences that achieve guest loyalty and support overall service experience.
01/12/2022: Abilene, TX
Step 3: View the best colleges and universities for Guest Service Agent.