Guest Services Representative

3 hours ago

Tuscaloosa, Alabama, United States InTown Suites Full time
Guest Services Representative

We are seeking a highly skilled and customer-focused Guest Services Representative to join our team at InTown Suites. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable experience.

Key Responsibilities:

  • Represent the hotel in a professional and courteous manner, ensuring a positive first impression for our guests.
  • Check guests in and out in a timely and efficient manner, ensuring accuracy and attention to detail.
  • Ensure reservations are taken correctly and courteously, providing guests with clear and concise information.
  • Be proficient in computer operating systems, with the ability to navigate multiple systems and software.
  • Available at all times to deal with guest issues in a professional and courteous manner, providing solutions and alternatives when necessary.
  • Notify management of any guest, employee, or cash concerns, ensuring prompt attention and resolution.
  • Supervise property staff as needed, providing guidance and support to ensure seamless operations.
  • Ensure compliance with safety and security standards, identifying and reporting any issues or concerns.
  • Reports to Market Manager in General Manager absence, ensuring continuity and consistency in service delivery.
  • Responsible for bank deposits in General Manager absence, ensuring accuracy and attention to detail.
  • Identify and follow up on life/safety issues and inspection issues, ensuring prompt attention and resolution.
  • Notify management of any safety and/or security violations of policy, ensuring prompt attention and resolution.
  • Leave all desk and office areas in a clean and neat manner, maintaining a high level of professionalism and attention to detail.
  • Take responsibility for ensuring the property is always clean and free of any trash and debris, maintaining a high level of professionalism and attention to detail.

Requirements:

  • Ability to read, understand, and interpret information found in a variety of reports and other internal hotel information.
  • Ability to read, speak, and write in an efficient manner, with excellent communication and interpersonal skills.
  • Handle administrative duties as assigned, with a high level of accuracy and attention to detail.
  • Sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage, and count and balance a cash bank.
  • General computer proficiency, with the ability to navigate multiple systems and software.
  • Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, up-selling techniques, and effective cost controls.
  • Possess the knowledge and ability to perform a variety of front office and related positions in response to business needs.
  • Ability to compose and express thoughts in a clear and concise way, ensuring effective communication.
  • Ability and flexibility to work long hours on a regular basis and as business conditions demand.
  • Ability to manage multiple activities often in stressful situations with time constraints.
  • Ability to use time management skills to effectively get tasks accomplished.
  • Ability to make effective judgments on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems.

Preferred Qualifications:

  • Previous hospitality experience, with a strong understanding of front office operations and service standards.
  • Any combination of education and experience equivalent to a high school diploma.
  • Any other combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Mental and Physical Demands:

  • Indoor work with hard and carpeted surfaces.
  • Standing for eight (8) hour shifts.
  • This position is occasionally required to sit, climb, or balance, and stoop, kneel, crouch, or crawl.
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Exposure to extreme weather conditions, cold, and heat.
  • Extensive use of hands and fingers for manipulation of keyboard, answering phone calls (100% of the time).
  • Use of computer terminal, which requires extensive eye contact with a video display terminal.

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