Guest Service Representative

3 months ago

Williamsburg, United States Holiday Inn Express & Suites Full time
Job Summary: We are looking for a Guest Service Representative/Front Desk Clerk who will be responsible for greeting and welcoming guests to the hotel. Completes check-in and/or check- out of the guests stay. Accommodates special requests, follow thru with established check-in/out procedures.

Benefits
  • Competitive Pay
  • Employee Rate Discounts for Hotel Stays
  • Team Work Environment
  • Opportunities for Growth
Responsibilities
  • Greet customers promptly with a friendly and sincere welcome. Use a clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as hotel amenities and local attractions
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer
  • Complete registration process by inputting and retrieving information from the computer system, confirming information including number of guests and room rate. Promote all marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and area's attractions
  • Promptly answer the telephone using a clear speaking voice. Answer telephone with the hotel's scripted greeting. Input messages into the computer and retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Ensure all guest correspondences are kept confidential
  • Close guest accounts at time of check out and inquire guest of satisfaction. In the event of dissatisfaction, contact management immediately
  • Resolve issues such as location changes, providing additional room amenities and credit issues
  • Record guest comments or complaints by listening and offering assistance in order to resolve any problems such as price conflicts, insufficient heating/cooling, etc.
  • Performs miscellaneous job-related duties as assigned
Requirements and Qualifications
  • Regular attendance is essential
  • May be required to work varying schedules and holidays
  • Required to fully comply with the hotel's rules and regulations
  • Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge skills and abilities
  • Requires continual standing and movement throughout front office area
  • Periods of standing exceeding 50% of work shift are required
  • Maintain a well-groomed and professional appearance

About Us: American Hospitality Management, Inc. (AHM) is a nationwide, award-winning, hospitality management group servicing limited and full service hotels, extended stay, and resort properties. The team culture throughout AHM Corporate and each property is unlike any other. We are one big team who provide a creative and collaborative environment for one another, supports each other, and assists each other whenever we are able.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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