Guest Service Representative

About the Company

We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner locally to make a difference.

Responsibilities

• Consistently deliver outstanding customer service to each guest every time, ensuring the highest standards are upheld and guest expectations are exceeded through the check-in/check-out process, in-person interactions, and telephone communications.
• Respond to guest requests with a sense of urgency and concern.
• Serve as the communication and information center for guests, fellow employees, vendors, and other outside business representatives.
• Perform clerical duties including basic computer work, reception, and simple accounting tasks.
• Roll up your sleeves and assist teams as needed, living our “ONE TEAM. ONE VISION.” philosophy.
• Provide innovative ideas that align with our mission to be the best, most respected hotel company in America.
• Promote and engage in internal growth programs.
• Exemplify and live by our company culture.
• Meet or exceed company goals and three key metrics.
• Complete all required training and adhere to standard operating procedures and property-specific brand standards.
• Perform duties as requested by management to improve hotel operations and guest service.
• Provide personalized, friendly service to every guest and associate.
• Operate and have knowledge of hotel systems including PBX phone system, key card system, PMS reservation systems, and general office machines.
• Complete all tasks described on the relevant shift checklist during your shift.
• Know fire alarm systems and emergency/evacuation procedures.
• Check the credit of guest accounts daily and follow up if action is required.
• Have knowledge of the surrounding area.
• Ensure the security of guests, fellow employees, and hotel assets.
• Maintain a secure and balanced cash drawer throughout the shift.
• Communicate with the housekeeping department to ensure an ample supply of clean rooms.
• Sell and up-sell rooms to walk-ins and phone reservations.
• Have general knowledge of housekeeping tasks such as bed making and vacuuming.
• Strive for 100% occupancy and 100% guest satisfaction.
• Maintain professional telephone and communication skills.
• Demonstrate patience and understanding for every person encountered.

Requirements

• Keep confidential the business functions of the company, including financial status, guest information, and employee issues.
• Be responsible for the security of guests, fellow employees, and hotel assets.
• Have knowledge of fire alarm systems and evacuation procedures.
• Report to scheduled shifts on time.
• Communicate effectively in writing, by telephone, and in person.
• Work a flexible schedule.
• Be organized, honest, and work well with others.
• Maintain a clean and attractive work area, uniform, and personal appearance.
• Demonstrate the highest degree of integrity and humility, living by the Golden Rule.
• Work with people from diverse cultures and backgrounds.
• Embody values of dedication, innovation, respect, excellence, community focus, and service.
• Bend, reach, kneel, push, and stretch; lift and/or carry up to 25 pounds.
• Perform work for 8 hours in a restrictive space/environment.
• Have eyesight enabling both near and far vision.
• Use/lift arms for up to 8 hours.
• Handle and work well under pressure.
• Demonstrate finger dexterity for operating equipment such as computers.
• Understand and operate computer PMS systems with minimal supervision.
• 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