Guest Service Representative

3 weeks ago

Chicago, United States Hotel EMC2 Full time

**JOB DESCRIPTION**:
Create a positive memorable experience for all our guests, beginning with the arrival process and handle guest concerns as required to leave a positive lasting impression.

**RESPONSIBILITIES**:
**RESPONSIBILITIES**:

- Perform check-in/out procedures for arriving and departing guests on a daily basis using both manual and computerized methods.
- Calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
- Answer guest inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Maintain strong guest service skills by being knowledgeable of all in-house and area functions in order to provide our guests with accurate information.
- Operate the PBX equipment to provide guests with timely and efficient service.
- Process all guest mail, messages and faxes in order to ensure the information is received by the guests in the timeliest and accurate method possible.
- Communicate the necessary information to associates in order to enhance department operations and guest service.

**QUALIFICATIONS**:

- Minimum of 1-year Front Office experience is preferred
- Previous experience with Windows, Office, and Opera or similar property management system.
- Ability to work a flexible schedule that may include evenings, weekends and holidays.
- Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
- Possess strong leadership, motivational, organizational and verbal communication skills.
- Must be able to work well under pressure.
- Must have excellent phone etiquette.

**ABOUT THE COMPANY**:
A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.

SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment and online and in person engagement.

Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.

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