Guest Services Rep Hampton Inn & Suites Michigan City, IN

About the Role

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Handles telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Ensures guests feel welcomed and reassured they’ve made the right choice to stay with us.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote the “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at registration and checkout.
• Maintain a house bank, make daily deposits, and provide accurate reports of receipts.
• Cash checks and exchange currency for guests.
• Issue keys and control access to safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephones promptly, politely, and courteously.
• Take reservations, perform check-ins, and check-outs with friendliness, thoroughness, accuracy, and efficiency.
• Operate or assist with shuttle or transportation services in a timely and courteous manner.
• Assist guests with luggage upon arrival and departure.
• Use guests’ names to personalize interactions.
• Provide knowledgeable and helpful information about the local area, hotel, and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests with laundry and dry-cleaning needs.
• Be aware of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive team member.
• Maintain professional, responsible, and mature conduct and behavior.
• Be understanding, encouraging, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open communication with each department.
• Communicate pertinent information effectively.
• Respond positively to new ideas and accept critical or developmental feedback.
• Maintain effective communication through meetings, log books, and bulletins.
• Be available to assist other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company.

Safety and Security Skills

• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; maintain in-depth knowledge of and regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have a full understanding of the franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improve timeliness of cash flow by adhering to all established credit and inventory control procedures:
  • Verify all information on reservations at check-in (name, address, method of payment, etc.).
  • Retrieve proper name and address verification and approval codes for cash and credit card-paying customers.
  • Identify and record special billing instructions and notify accounting.
  • Complete shift closing accurately by obtaining appropriate approval signatures and authorization codes.
  • Adhere to hotel policies regarding the use of cash banks.
• Stay current with hotel developments by reviewing the communication log book each shift; update the log book for the next shift.
• Report potential sales contacts to the sales department.
• Protect guests’ room numbers.

Requirements

• High School diploma, secondary qualification, or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
• Ability to speak, read, write, and understand the primary language(s) used in the workplace.
• Good communication skills, both verbal and written.
• Basic computational ability.
• Basic computer skills.
• Extensive knowledge of the hotel, its services, and facilities.
• General knowledge of the city where the hotel is located and its attractions.
• Ability to stand and exert well-paced mobility for up to 4 hours.
• Ability to reach other departments of the hotel on a timely basis.
• Ability to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
• Talking and hearing occur continuously when communicating with guests, supervisors, and subordinates.
• Vision occurs continuously, with near vision and depth perception being the most common visual functions.
• Ability to spend extended lengths of time viewing a computer screen.
• Manual dexterity to use and operate all necessary equipment.
• Finger dexterity to operate office equipment.

Skills

• Passionate about people and service.
• Strong communication skills for interacting with guests and employees.
• Reading and writing abilities for completing paperwork, logging issues, complaints, requests, and information updates.
• Basic math skills for handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities.
• Ability to work a flexible schedule including nights, weekends, and/or holidays.

Benefits

• Team-driven and values-based culture.
• Medical, dental, and vision coverage.
• Vacation and holiday pay.
• Same-day pay available.
• Employee Assistance Program.
• Career growth opportunities and manager training program.
• Reduced room rates throughout the portfolio.
• Third-party perks (movie tickets, attractions, etc.).
• 401(k) retirement plan.
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.