Guest Service Representative

A Guest Service Representative is a key member of the Front Office team and will work closely with department team members to deliver amazing products and services to our guests.

Job duties include:

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Ability to read, analyze, interpret, and effectively explain items such as common reports, guest folios, and emergency procedures. Know role in emergency situations.
• Adhere to all Lodgic Hospitality/Marriott/Aloft/Hotel Service Standards and Procedures
• Give a warm and sincere greeting. Check the guest in and out efficiently and in a friendly manner. Use the guest’s name at least twice. Anticipate the guest’s needs and exceed their expectations. Give the guest a fond farewell/warm good-bye. Thank them and invite them back.
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures.
• Understand and consistently follow all cash handling procedures including the hotel credit and check cashing procedures.
• Effectively operate the hotel computer system or property management system(s).
• Develop a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, hotel surroundings (i.e. mall, restaurants, and medical facilities).
• Monitor room availability, selling strategies, discounts, and frequent guest program benefits.
• Keep desk area clean. Understand that it is every associate’s responsibility to keep the hotel clean and in immaculate condition. Complete daily/weekly cleaning schedule.
• Assist in maintaining the cleanliness of the Lobby and Entrance.
• Inform management of any guest or system-related issues.
• Maintain proper key control.
• Follow brand check-in/check-out procedures for all guests.
• Possess working knowledge of reservation procedures. Know cancellation and walk procedures.
• Ensure security and confidentiality of all guest and hotel information and material.
• Attend work on time as scheduled and adhere to attendance policy.
• Communicate properly and effectively with the guest, associates, and managers. Effectively respond to and resolve guest complaints.
• Promote teamwork and associate morale.

Skills

• Adhere to Lodgic Hospitality Grooming guidelines
• Proficient in English language (verbal and written), second language is an asset
• Must be able to handle multitude of tasks in an intense ever changing environment
• Must have the ability to successfully work independently with minimal supervision
• Strong interpersonal & problem solving skills
• Ability to work well under pressure & with others
• Must be able to work a flexible shift to include all shifts, weekends and holidays
• Work experience as a Hotel Front Desk Agent, Receptionist, or similar role
• Customer service attitude
• Excellent communication and organizational skills.

WORKING CONDITIONS

Physical aspects of the position include but are not limited to the following:

• Lift, carry or otherwise move up to 10 lbs. regularly.
• Lift, carry or otherwise move up to 50 lbs occasionally with assistance.
• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
• Regularly required to stand; sit; walk; reach; handle or feel; talk and hear.
• Must be able to stand for an eight-hour shift.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person