Guest Services Representative

The Guest Service Representative at Residence Inn by Marriott Carlisle serves as the first point of contact for guests and manages all aspects of their accommodation. Guest Service Representative responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities.

Responsibilities:

Greet guests and complete the check-in process

Input and retrieve information from the computer and PMS system

Confirm guest information, room rate, selection of room, code electronic keys

Provide information to guests about hotel amenities & local area

Assist guests with check-out

Ensure rooms and services are correctly accounted and charged

Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift certificates

Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge

Use up-selling techniques and promote marketing programs to maximize room occupancy and profit

Answer and manage phone calls in a timely manner, managing multiple tasks at once

Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner

Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction

Receive, retrieve, and relay messages and packages to guests

Other duties as assigned

Requirements:

Front desk experience preferred, but will train the right fit

Experience with the brand a strong plus

Highly motivated and self-directed

Exceptional customer service skills required

Must possess strong computer skills

Ability to move, and occasionally lift up to 20 pounds and stand for extended periods of time

Excellent English communication skills both written and verbal

A can-do attitude and a hands-on approach

A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel