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.

About the Role

Guest Service Representatives 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 throughout their stay, and telephone communications. They respond to guest requests with a sense of urgency and concern. The role serves as the communication and information center for guests, fellow employees, vendors, and other outside business representatives. Clerical duties include basic computer work, reception, and simple accounting tasks.

The person in this position must roll up their sleeves to assist teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. They must also provide innovative ways to align with our mission to be the best, most respected hotel company in America.

Responsibilities

• Focus on ways to promote and engage in internal growth programs.
• Continuously exemplify and live by our company culture.
• Meet or exceed company goals and three key 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 guests.
• Provide personalized, friendly service to every guest and associate.
• Have knowledge of all 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.
• Have knowledge of the fire alarm system and emergency/evacuation procedures.
• Check the credit of guest accounts daily and follow up if action is required.
• Have knowledge of the surrounding area.
• Be responsible for the security of guests, fellow employees, and hotel assets.
• Keep the cash drawer secure and in balance 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 a general knowledge of housekeeping tasks such as bed making and vacuuming.
• Strive for the consistent goal of 100% occupancy and 100% guest satisfaction.
• Demonstrate professional telephone and communication skills.
• Exhibit patience and understanding for every person encountered.

Requirements

• Keep confidential the business functions of the company, including financial status, customer/guest information, and employee issues.
• Be responsible for the security of guests, fellow employees, and hotel assets.
• Have knowledge of the fire alarm system and evacuation procedures.
• Report to scheduled shifts.
• Communicate effectively in writing, by telephone, and in person.
• Work a flexible schedule, including rotating shifts.
• 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.
• Possess finger dexterity for operating equipment such as computers.
• Understand the operation of computer PMS systems with minimal supervision and recall tasks to perform 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
• Incentives based on overall performance and achievement of established goals