SRI Guest Services Representative
2 weeks ago
Position Overview:
The SRI Guest Services Representative is responsible for managing room bookings, facilitating guest check-ins and check-outs, and ensuring the delivery of exceptional personalized service to all guests.
Qualifications:
Education and Experience: A minimum of a high school diploma; six months to one year of relevant experience and/or training, or a suitable combination of education and experience. Exceptions may apply in specific cases.
Language Proficiency: Capable of reading and interpreting documents such as safety regulations, operational instructions, and procedural manuals. Proficient in writing routine reports and correspondence. Effective communication skills with customers and colleagues are essential.
Mathematical Skills: Ability to perform calculations involving discounts, interest, and percentages.
Reasoning Skills: Capable of applying common sense to follow instructions provided in written, oral, or diagrammatic form. Able to address issues involving multiple concrete variables in standardized situations.
Technical Skills: Proficient in using computer software, including but not limited to Epitome, Microsoft Office applications, and Online Travel Agency extranets.
Compensation:
Hourly rate: $26.00
*Includes a gas benefit per shift for eligible employees.
Key Responsibilities:
- Enhance hotel revenue by employing demand-driven sales strategies.
- Stay informed about property details, room categories, amenities, corporate accounts, pricing, and promotional packages.
- Process room reservations, welcome guests, assign rooms, and manage guest check-outs while maintaining accurate records of room availability and guest accounts.
- Assist guests with local information, dining reservations, and special requests.
- Adhere to established Front Desk protocols and procedures.
- Maintain a friendly and courteous demeanor towards guests, co-workers, and vendors at all times.
- Utilize excellent guest relations, telephone etiquette, and sales skills.
- Report any unusual occurrences or potential safety hazards to management.
- Establish and maintain effective communication channels with management, guests, and colleagues.
- Follow cash handling procedures to prevent shortages.
- Collaborate closely with the Housekeeping Department to communicate late checkouts, room changes, and special requests.
- Utilize equipment and materials safely, adhering to established safety protocols.
- Consistently uphold hotel standards.
- Conduct oneself in a manner that reflects the highest standards of the hotel and encourage others to do the same.
- Perform additional duties as assigned.
Supervisory Responsibilities:
A. In the absence of the Innkeeper or General Manager, the SRI Guest Services Representative is authorized to make decisions to resolve guest issues in alignment with hotel standards.
B. While fulfilling the responsibilities outlined in section A, the SRI Guest Services Representative will execute supervisory duties in accordance with organizational policies and applicable laws.
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