Guest Service Representative - Hotel Front Desk

We are seeking a few fun and vibrant individuals to join our awarding winning team at Element by Westin Minneapolis Downtown.

We are an eco-friendly hotel with a focus on health and wellness. We encourage our guests to enjoy all the great vibes that make up our amazing North Loop neighborhood. We are connected to the Fillmore Theater, steps away from Target Field, amazing restaurants and breweries; if you are looking for a rewarding job in the middle of all the action look no further. Submit your resume today to learn more about this excellent opportunity!

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ELEMENT BY WESTIN MINNEAPOLIS DOWNTOWN/NORTH LOOP

Job Title: Guest Service Representative

Reports To: Hotel General Manager

Purpose for the Position: To perform a combination of duties mainly related to, but not limited to, assisting guests with a variety of needs, including answering calls and checking guests in and out of the hotel in a pleasant, professional, and efficient manner, thereby contributing to an overall positive guest experience.

Essential Responsibilities:

1. Registers guests in a timely and efficient manner and assigns rooms using the hotel’s reservation system. Assists with pre-registration and blocking of reservations. Has working knowledge of reservation procedures, cancellation procedures, and the hotel's walk policy. Makes, confirms, and cancels reservations for guests as needed.

2. Answers inquiries pertaining to guest reservations, hotel services, local attractions, shopping, dining, entertainment, and travel.

3. Answers and directs telephone calls to guest rooms and various hotel departments. Transmits and receives messages using equipment such as a computer, telephone, TDD, and fax.

4. Computes bills, collects payments, and makes change for guests as required by hotel policy. Confirms credit cards are valid before accepting them for payment.

5. Keeps the Housekeeping Department informed of any special requests, late check-outs, and areas of special need in the hotel.

6. Communicates with incoming shift associates by logging pertinent information in the Front Desk Communication Log. Transcribes guest issues and distributes log.

7. Ensures security of change bank/cash drawer. Counts bank/drawer at beginning and end of each shift, balances Front Desk register to system totals at the end of each shift, and performs a cash drop. Follows all established cash-handling procedures and policies.

8. Stays current on hotel specials and brand promotions, as well as brand rewards program membership and benefits.

9. Assists guests with the purchase of Front Desk Market items. Sells/serves alcoholic beverages (if applicable) from the Market in compliance with company policies and state laws.

10. Maintains an accurate record of room inventory at all times.

11. Keeps the Front Desk Market fully-stocked with products and supplies. Keeps Front Desk area and Market neat, clean, and free of safety hazards.

12. Takes the lead in emergency situations when Management staff is not on site, following procedures as set forth in the hotel emergency manual. Contacts emergency services (i.e. calls 9-1-1) when needed, guides and assists guests, and notifies Management staff as needed.

13. Additional tasks and projects as assigned. Changing conditions, needs, or management decisions may bring revisions to this position description at any time.

To do this kind of work, you must be able to:

• Understand, learn, follow, and implement instructions, including general hotel and department-specific standards and policies.
• Maintain a positive, cheerful attitude at all times.
• Speak and write clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate effectively and professionally with many types of people.
• Deal with guests, customers, co-workers, and supervisors with tact, courtesy, and professionalism, establishing a good will relationship with both the general public and associates.
• Change activities frequently and cope well with interruptions.
• Operate various office machines/equipment (e.g. calculator, computer, printer, fax, copier, multi-line phone system, TDDs, and credit card machines) and Property Management programs, understand and utilize various computer software packages, and possess intermediate computer and keyboarding skills.
• Lift and carry things (i.e. luggage, packages).
• Compute and record numbers accurately.
• Carry out specific oral or written instructions.
• Provide assistance and remain calm in cases of emergency or danger.

Physical Demands: Lift up to 30lbs occasionally, lift and/or carry up to 15lbs frequently. Forward bend frequently to approximately 24”. Walk and stand constantly. Speaking. Hearing. Seeing. Reaching. Handling. Feeling.
Walking. Squatting. Stooping.

Language Skills: Must have developed language skills to the point to be able to speak clearly and distinctly in complete and coherent sentences in order to have conversations with customers, co-workers, and supervisors, and to speak extemporaneously on a variety of subjects, especially those pertaining to the hotel specifically and the local community in general. Must have the ability to read and comprehend maps, newspapers, periodicals, journals, manuals, policies and procedures, memos, regulations, and instructions.
Must have the ability to write sentences using proper format, punctuation, and grammar.

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Every weekend
• Holidays
• Night shift

Ability to Relocate:

• Minneapolis, MN 55401: Relocate before starting work (Required)

Work Location: In person