Guest Services Representative Candlewood Suites Bismarck, ND

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Be friendly, thorough, accurate and efficient in taking reservations.
• Be friendly, thorough, accurate and efficient in performing Check-ins.
• Be friendly, thorough, accurate and efficient in performing Check-outs (If applicable).
• Operate or assist with shuttle or transportation Service in a timely and courteous manner.
• Aid guests with luggage upon their arrival to and departure from the hotel.
• Use the guests’ names.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Aid guests’ with laundry/dry cleaning needs.
• Know of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manger.
• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be understanding of, encouraging to and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open line of communications with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through the use of meetings, log books and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• 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 full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: Verify all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Reports potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• The ability to perform the following:
  • Speak, read, write and understand the primary language(s) used in the workplace.
  • Read and write to facilitate the communication process.
  • Have good communication skills, both verbal and written.
  • Have basic computational ability.
  • Have basic computer skills.
  • Have extensive knowledge of the hotel, its services and facilities.
  • Have general knowledge of the city where hotel is located and its attractions.
  • Most work tasks are performed indoors.
  • Temperature is moderate and controlled by hotel environmental systems.
  • Be able to stand and exert well-paced mobility for up to 4 hours in length.
  • Length of time of these tasks may vary from day to day and task to task.
  • Be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
  • Be able to lift up to 15 lbs occasionally.
  • Be able to spend extended lengths of time viewing a computer screen.
  • Be able to use and operate all necessary equipment.
  • Have finger dexterity to be able to operate office equipment.
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Amazing Benefits At A Glance

• Team Driven and Values Based Culture.
• Medical/Dental/Vision Vacation & Holiday Pay.
• Same-day pay available.
• Employee Assistance Program.
• Career Growth Opportunities/ Manager Training Program.
• Reduced Room Rates throughout the portfolio.
• Third Party Perks (Movie Tickets, Attractions, Other).
• 401(k).
• Employee discount.
• Flexible schedule.
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.