Guest Services Representative
3 weeks ago
Choice Hotels International, Inc (NYSE:CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious, and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit. Position Summary The role of Front Office Representative requires an individual with the ability to provide superior guest service in a fast-paced hotel environment, ensuring 100% guest satisfaction. Receives and processes incoming guests. Ensures a delightful, seamless arrival and departure for our guests. Greets guests and processes hotel registration and other transactions. Keeps current on hotel accommodations, services, and local attractions. Handles all guest compliments, comments, observations, and challenges in a timely manner. Records resolutions to guest complaints on the “Make it Right” log. Works with other departments as appropriate to arrange for services requested by the guest. Stays current with developments in the hotel by reviewing and updating the communication log. Prepares end of shift summaries and communications for management and other shifts. Encourages day-to-day upselling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services, and loyalty program. Makes reservations in accordance with hotel’s yield management practices. Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards. May be responsible for answering and fielding all calls to the hotel, both internal and external. Identifies and records special billing instructions and notifies Accounting. Obtains appropriate approvals and signatures for guest transactions. Follows hotel policy on cash banks. Maintains confidentiality of guest information. Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of genuine hospitality. Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems. Provides Yes I Can genuine hospitality and teamwork on an ongoing basis. Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction. Performs other duties required to provide the service brand behavior and genuine hospitality. Requirements/Skills Strong customer service experience required. Previous hotel experience preferred. Ability to maintain a positive and professional attitude when handling all situations. Solid computer skills. Ability to push/pull up to 30lbs. Ability to work flexible schedule, including mornings, afternoons, nights, and weekends. Excellent communication skills. Must possess a strong team spirit. Opera experience preferred. Physical Demands Ability to stand, stoop or bend for entire shift. Ability to lift up to 20 pounds. Other Information The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times. This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice. Choice Hotels International is an equal opportunity and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other characteristic protected by law. In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify. #J-18808-Ljbffr
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Guest Service Representative
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