Guest Services Representative Fairfield Inn & Suites Blaine MN

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. Warm, knowledgeable service and helpful guidance reassure guests 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 “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 and make daily deposits with 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 telephone promptly, being polite, courteous, and friendly.
• Take reservations accurately and efficiently.
• Perform check-ins and check-outs with thoroughness 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 during 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/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.
• Adhere to all work rules, procedures, and policies established by the company.
• Properly handle and account for keys.
• Be knowledgeable of emergency procedures and security concerns.
• Actively seek and react to opportunities to sell rooms, including upgrades and last-room availability.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services.
• Regularly restock and sell pantry items.
• Increase revenues by offering upgraded rooms and promoting hotel amenities and outlets.
• Ensure all customers establish credit upon check-in.
• Improve timeliness of cash flow by adhering to credit and inventory control procedures.
• Verify all reservation information (name, address, method of payment, etc.).
• Retrieve proper name and address verification and approval codes for cash and credit card payments.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately with appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding cash banks.
• Stay current with hotel developments by reviewing the communication log book each shift and update it for the next shift.
• Report potential sales contacts to the sales department.
• Maintain confidentiality and protection of 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, and hearing ability.
• Visual acuity for near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Manual dexterity to use and operate 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 and logging issues.
• 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 holidays.

Pay

Hourly $17 - $17.50

Benefits

• Medical, Dental, and Vision coverage.
• Vacation & 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, Other).
• 401(k).
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.