Guest Service Representative

1 month ago

Grandville, United States Suburban Inns Full time

Join The Inn Crowd The Holiday Inn Express in Grandville is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry

* Guest Service Representative Shift: 2nd Shift
* Guest Service Representative Wage: $14.50-15/hour
* Guest Service Representative can be used as a PAID internship

Guest Service Representative Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns' Core Values and Suburban Inns/IHG standards, as well as going above and beyond to ensure that guests are 100% satisfied.

Guest Service Representative Benefits Include:

* Employee and Friends & Family hotel and restaurant discounts
* Earned Paid Time Off for ALL Team Members
* Insurance (health, vision, dental, life) for full time Team Members
* Flexible schedules
* Holiday Pay
* 8 hours of paid volunteer time per year
* Advancement opportunities
* Monetary recognition program
* Monetary referral program
* 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
* Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Guest Service Representative Essential Functions:

* Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued
* Sell the property according to the Suburban Inns sales standard
* Gather the appropriate data from each guest, from address information to credit cards and signatures
* Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations
* Record any special needs or requests and unique occurrences throughout the shift in Quore. Communicate any unordinary occurrences to the next shift.
* Maintain a neat and clean workspace at the front desk and adjacent areas
* Check the pool area as many times as needed throughout the shift, stocking pool towels and straightening up the pool deck
* Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, etc. must be picked up, lobby coffee stocked, check public restrooms and clean if necessary. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
* Complete any required emergency training needed according to Suburban Inns and IHG standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation
* Complete any required IHG training for front desk procedures and IHG Rewards Club, 100% responsible for ensuring IHG Rewards Club standards are exceeded each shift
* Responsible for the settlement and reconciling of guest accounts and paperwork
* Balance cash drawer and make appropriate cash drops
* Provide excellent guest service:
* Supply information to guests regarding hotel policies, services, and amenities
* Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, entertainment, and events
* Handle all guest concerns and be able to problem solve in a tactful, professional manner


* Maintain open lines of communication between all departments within the hotel
* Follow all Suburban Inns Processes
* Exhibit regular and recurrent attendance records
* Other duties as requested by management

Guest Service Representative Position Requirements:

Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills

Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience

License, Training, and/or Certification Required: CPR Certification (may be completed upon hire)

Work Schedule: Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments. Schedule varies according to business demands and needs

Required Travel: Position does not require travel to other Suburban Inns properties or client locations. Work is completed on the property

Guest Service Representative Uniform and Appearance Guidelines:

Uniform: Uniform shirt and name tag provided. Close-toed shoes are the responsibility of the Team Member.

Appearance: Hair must be well-groomed. All facial piercings and tattoos that are not covered by a work uniform must be approved by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position's supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Vice President of Hotel Operations has the authority to veto any decision made by the position's supervisor.

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