Guest Service Representative

Holiday Inn Express & Suites in Rochester Hills, MI is hiring a Front Desk Attendant to join our team!! Do you have customer service experience and want to work in the hospitality field? We would like to speak with you about this exciting opportunity! Apply Today!

General Summary

A Front Desk Attendant is often the first and last person a guest will encounter during their stay. This means providing the highest quality of hospitality service is not only a duty, but a passion. From arrival to departure and every point of contact in between, a front desk attendant is expected to be friendly, knowledgeable and efficient. As the front line of the hotel, it is your mission to meet and exceed the expectations of guests.

Education/Experience
High school diploma or General Education Diploma is required. Additional studies in hospitality are encouraged.

Knowledge, Skills and Ability

• Must have the ability to speak, understand, read and write the English language.
• Must be able to multi-task effectively in a busy office and public atmosphere.
• Must have the ability to apply appropriate resolution to stressful situations.
• Must read and understand the Employee Handbook.
• Must be able to follow policy and perform to enhance professionalism in appearance and behavior.
• Must be able to compute basic mathematical calculations including addition, subtraction, multiplication and division.
• Must be able to perform basic computer skills (including Excel, Word, and E-Mail).

Duties and Responsibilities

Safety & Cleanliness

• Know and be able to execute Emergency Procedures.
• Practice safety standards at all times and keep the property safe for guests and fellow employees. Report any injuries or unsafe conditions to management.
• Prevent any person(s) not registered as a guest from the use of hotel amenities (pool, fitness, breakfast, etc.) Loitering is not permitted at the hotel.
• Maintain front porte-cochere by picking up trash, shoveling snow, melting ice, etc.
• Ensure cleanliness of all guest public areas at all times (i.e. vestibule, lobby, pool, and public restrooms).

Hotel Operations

• Know and live the mission and values of the hotel brand and company.
• Directly responsible for overall guest satisfaction during every interaction from confirmed reservation to the guest departure.
• Maintain a friendly and helpful attitude at all times.
• Greet every guest with a smile at 10 feet and a verbal greeting at 5 feet.
• Answer the phone within three rings with a smile and approved greeting.
• Apply appropriate problem handling method(s) to quickly and efficiently resolve any guest issues.
• Respond to in-house guest requests within 15 minutes unless otherwise specified by guest.
• Handle guest mail, messages and safe deposit boxes as outlined in additional policy.
• Effectively operate the hotel computer system or property management system.
• Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. shopping, restaurants, and medical facilities)
• Possess a working knowledge of hotel reservation and cancellation procedures.
• Ensure guest reservations have full and accurate contact information.
• Know guest loyalty program and accurately represent the brand’s membership benefits.
• Administer existing member’s benefits according to brand standard.
• Recruit new loyalty program members.
• Monitor room availability, selling strategies, and rate discounts.
• Knowledge of current package rates, group rates, local and national negotiated rates.
• Execute group reservations, manage blocks and cut off dates.
• Handle meeting/conference room inquiries, booking, and billing.
• Communicate with colleagues in all departments to meet needs of guests.
• Follow all cash handling procedures including the hotel credit and check cashing procedures.
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.
• Count bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.
• Knowledge of multiple different payment methods and billing procedures of guest reservations.
• Wash, dry, fold and bundle hotel linens and towels during down times and/or as needed.
• Maintain complimentary coffee bar.
• Complete shift work checklist as assigned.
• Must successfully complete education related to assigned duties and role.
• Other duties as assigned.

Working Conditions
Public, business atmosphere, located near building entrance in which temperatures may vary within reason of indoor climates. Lifting and carrying up to 10 lbs. may occur and with assistance, moving up to 50 lbs. Must be able to stand for long periods of time.

Job Type: Part-time

Pay: $14.50 - $15.00 per hour

Expected hours: 24 – 32 per week

Benefits:

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

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person