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Guest Services Representative

2 months ago

Montgomery, Alabama, United States Holiday Inn Express and Suites, MontgomeryEastchase - RAM Hotels Full time
About Us

Holiday Inn Express and Suites, Montgomery/Eastchase - RAM Hotels is a forward-thinking and innovative hotel management organization. We have established ourselves as a prominent player in the hospitality sector, catering to a diverse clientele across key markets. Our commitment is to enhance guest satisfaction while redefining the standards of the hospitality industry. When you become part of our team, you are not just taking a job; you are joining a family dedicated to excellence.

POSITION: Front Desk Clerk

JOB OVERVIEW

Are you a personable individual who takes pride in delivering exceptional service? Do you have a passion for creating memorable experiences for guests? As a Front Desk Clerk, you will play a vital role in ensuring a seamless check-in and check-out process while providing outstanding customer service. You will be the first point of contact for our guests, addressing their inquiries and ensuring their stay is nothing short of remarkable.

KEY RESPONSIBILITIES
  • Act as a Concierge for guests, assisting with reservations, directions, and local attractions; familiarize yourself with the hotel layout, room types, rates, and available services.
  • Review and manage guest reservations, presenting options and assisting guests in making informed choices; utilize suggestive selling techniques to promote additional services.
  • Facilitate guest registration, assign rooms, generate secure room keys, and accommodate special requests; assist with pre-registration and manage both current and future reservations.
  • Verify payment methods and adhere to established credit-check protocols; manage guest accounts and ensure compliance with cash-handling policies.
  • Input guest data into the Property Management System (PMS) and communicate relevant information to hotel staff; maintain a clean and welcoming front desk area.
  • Collaborate with housekeeping to ensure accurate room status updates and coordinate maintenance requests with engineering staff.
  • Adapt to changing business demands and attend departmental meetings to stay informed about property activities.
  • Report any unusual occurrences to management and understand all safety and emergency procedures.
  • Perform additional tasks as required to enhance guest satisfaction.
PROFESSIONAL QUALIFICATIONS

• High school diploma or equivalent with at least one year of relevant experience in customer service or the hospitality industry.

• Proficient in Microsoft Office Suite.

• Experience in data entry and database management.

• Strong telephone etiquette skills.

INDUSTRY EXPERIENCE

• Familiarity with the hospitality sector is preferred.

• Previous experience in a guest services role is advantageous.

• Bilingual communication skills are a plus.

ESSENTIAL SKILLS

• Proficient with front office equipment.

• Flexibility to work varied schedules.

• Strong written and verbal communication skills.

• Excellent organizational abilities.

• Capacity to perform repetitive tasks effectively.

• Physical ability to walk, sit, and stand for extended periods.

• Ability to lift up to 40 lbs.

CORE COMPETENCIES
  • Ability to manage and resolve challenging situations with composure and empathy.
  • Engage guests in meaningful conversations and address their needs proactively.
  • Represent the property positively and embrace a diverse and inclusive environment.
BENEFITS

At Holiday Inn Express and Suites, we value our employees and strive to provide a balanced work-life experience. We offer competitive health benefits, vacation time, performance bonuses, and various perks to enhance your employment experience.

Holiday Inn Express and Suites, Montgomery/Eastchase - RAM Hotels is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.