Guest Services Supervisor Hampton Inn & Suites Michigan City, IN

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Qualifications and Requirements

• High School diploma / Secondary qualification or equivalent
• Experience with Marriott processes and standards preferred
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• Must be able to read and write to facilitate the communication process
• Requires good communication skills, both verbal and written
• Must possess basic computational ability
• Must possess basic computer skills
• Extensive knowledge of the hotel, its services and facilities
• General knowledge of the city where hotel is located and its attractions

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
• 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
• Verifies 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