Hospitality Service Representative

1 week ago


Kansas City, Missouri, United States KMG Hotels Full time
About the Role:
As a Hospitality Service Representative at KMG Hotels, you will play a vital role in ensuring guest satisfaction and enhancing their experience during their stay. You will be the first point of contact for our guests, providing them with a welcoming atmosphere and assisting them with their needs throughout their visit.

Key Responsibilities:
  • Manage guest reservations and coordinate with the reservation center to ensure a seamless booking experience.
  • Check guests in and out efficiently, utilizing up-selling techniques to enhance revenue while providing exceptional service.
  • Handle sensitive guest information with confidentiality and integrity.
  • Answer incoming calls promptly, directing inquiries and taking accurate messages as needed.
  • Support sales and marketing initiatives as directed by management.
  • Facilitate wake-up call requests and maintain a clean and inviting breakfast area.
  • Ensure the lobby and common areas are well-maintained and welcoming.
  • Perform laundry duties as required and assist with other operational tasks.
  • Process customer payments in accordance with established procedures.
  • Promote hotel services and local attractions, providing guests with valuable information.
  • Address guest inquiries and concerns with professionalism, ensuring a high level of satisfaction.
  • Complete daily financial paperwork, including cash handling and reporting.
  • Maintain a professional appearance and adhere to company policies at all times.

Qualifications:
Education and Experience: A high school diploma is preferred, along with 1-3 months of relevant experience or training.

Skills and Attributes:
  • Strong interpersonal and communication skills.
  • Proficient in computer operations and typing.
  • Ability to remain patient and understanding in all situations.
  • Customer service and sales orientation.
  • Effective judgment and decision-making capabilities.
  • Familiarity with the local area and attractions.
  • Problem-solving skills with a rational approach.

Working Environment:
  • Availability to work nights, weekends, and holidays as needed.
  • Ability to thrive in a fast-paced setting.
  • Willingness to work overtime when required.

Physical and Cognitive Demands:
This position requires a significant amount of interaction with guests, including standing for extended periods, walking, and using a computer for various tasks. Responsibilities include:
  • Engaging with guests at the front desk and providing a range of hotel services.
  • Utilizing problem-solving skills to address guest concerns effectively.
  • Completing registration and financial documentation accurately.

About KMG Hotels:
KMG Hotels, founded in 2000, is dedicated to providing exceptional hospitality experiences. With a commitment to growth and excellence, we operate a diverse portfolio of hotels under various franchises. Our focus is on creating a respectful and valued environment for our associates while maintaining high standards in service and operations.

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