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Guest Service Representative

4 months ago

Billings, United States Hotel Equities Full time

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Representativefor the DoubleTree by Hilton in Billings, MT.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

  • Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
  • Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
  • Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
  • Promptly respond to and resolve guest complaints
  • Answer telephone promptly and properly being polite, courteous, and friendly
  • Be friendly, thorough, accurate and efficient in taking reservations
  • Be friendly, thorough, accurate and efficient in performing Check-ins
  • Be friendly, thorough, accurate and efficient in performing Check-outs
(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
  • Assist guests with luggage upon their arrival to and departure from the hotel
  • Use the guests’ names
  • Be knowledgeable and helpful about the local area, the hotel and hotel services
  • Handle messages, wake-up calls, mail, and faxes properly
  • Assist guests’ with laundry/dry cleaning needs
  • Know of incoming VIPs
  • Follow all applicable Company Standard Operating Procedures.
  • Perform other assignments as directed by the General Manger.
  • Be an enthusiastic, helpful and positive member of the team
  • Be professional, responsible and mature in conduct and behavior
  • Be understanding of, encouraging to and friendly with all co-workers
  • Be self-motivated and use time wisely
  • Maintain open line of communications with each department
  • Communicate pertinent information
  • Respond positively to new ideas
  • Openly accept critical/developmental feedback
  • Maintain effective communication through the use of meetings, log books and bulletins
  • Be available to help other departments in emergency situations
  • Adhere to all work rules, procedures and policies established by the company including, but not
  • limited to those contained in the associate handbook.
  • Safety and Security Skills
  • Properly handle and account for keys
  • Be knowledgeable of policies regarding emergency procedures and security concerns
  • Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
  • Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
  • Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
  • Have full understanding of franchise honors program
  • Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
  • Verifies all information on reservations check-in; name, address, method of payment, etc.
  • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
  • Identifies and records special billing instructions and notifies accounting
  • Completes shift closing accurately by getting appropriate approval signatures and authorization codes
  • Adheres to hotel policies regarding the use of cash banks
  • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
  • Report potential sales contacts to the sales department protection of guests’ room numbers.
Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:
  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Must be able to read and write to facilitate the communication process.
  • Requires good communication skills, both verbal and written.
  • Must possess basic computational ability.
  • Must possess basic computer skills.
  • Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
  • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
environmental systems.
  • Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
  • Must be able to lift up to 15 lbs occasionally.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Ability to spend extended lengths of time viewing a computer screen.
  • Requires manual dexterity to use and operate all necessary equipment.
  • Must have finger dexterity to be able to operate office equipment
Other:
  • Being passionate about people and service.
  • Strong communication skills are essential when interacting with guests and employees.
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
  • Basic math skills are used frequently when handling cash or credit.
  • Problem-solving, reasoning, motivating, and training abilities are often used.
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays
Amazing Benefits At A Glance:
  • Team Driven and Values Based Culture
  • Medical/Dental/Vision
  • Vacation & Holiday Pay
  • Same-day pay available
  • Employee Assistance Program
  • Career Growth Opportunities/ Manager Training Program
  • Reduced Room Rates throughout the portfolio
  • Third Party Perks (Movie Tickets, Attractions, Other)
  • 401(k)
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Life insurance
  • Parental leave
  • Referral program