Guest Service Representative

Job Description

Guest Service Representative consistently delivers outstanding customer service to each guest every time, ensuring that the highest standards are upheld and guest expectations are exceeded through the check-in/check-out process, in person throughout their stay, and in telephone communications.

Guest Service Representatives respond to guest’s requests with a sense of urgency and concern. They perform a variety of clerical duties including basic computer work, reception, and simple accounting tasks.

• Perform specific tasks to the highest standards as outlined.
• Assist teams when needed, living our “ONE TEAM. ONE VISION.” philosophy.
• Provide innovative ways that align with our mission to be the best, most respected hotel company in America.
• Focus on ways to promote and engage in internal growth programs.
• Exemplify and live by our Culture.
• Meet/exceed our company goals and three metrics.
• Complete all required training.
• Adhere to all standard operating procedures and property specific brand standards.
• Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests.

Necessary Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Responsible for security of guests, fellow employees, and hotel assets.
• Knowledge of fire alarm system and Emergency/evacuation procedures.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone and in person.
• Able to work a flexible schedule.
• Organized, honest, and works well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Has the highest degree of integrity and is humble, living by the Golden Rule.
• Ability to work with people from diverse cultures and backgrounds.
• Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
• Can perform work for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far.
• Must be able to use/lift arms for up to 8 hours.
• Must be able to handle and work well under pressure.
• Have finger dexterity for operating equipment such as computers.
• Understand operating of computer PMS systems and functions with minimal supervision and recall task to preform needed guest functions.
• Speak in a clear, understandable voice, hear at a basic level, and understand English.

Benefits

• Paid Time Off
• Optional Health, Wellness and Care benefits
• Health Reimbursement Program
• Flexible Spending Account
• Stay Discounts
• Optional Company paid Life Insurance
• 401(k) and 401(k) matching
• Employee Assistance Program
• Several Voluntary and Supplemental Insurance Options
• Select Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs