Guest Services Representative

2 weeks ago

Portland Oregon, United States Residence Portland Cascades Station Full time

Job Overview:
As a Guest Services Representative, you will play a crucial role in welcoming and registering guests, ensuring they receive exceptional service throughout their stay, and assisting with the settlement of their accounts upon departure.

Key Responsibilities:
  • Welcome guests upon arrival and manage the registration process.
  • Handle reservations, including modifications and cancellations.
  • Perform hotel operator and concierge duties as needed.
  • Provide attentive, courteous, and efficient service to all guests before and during their stay, while optimizing room revenue and occupancy rates.

Qualifications:
High School diploma or equivalent is required; coursework in a related field is advantageous.

Experience in hospitality or a related industry is preferred.

Possess a friendly and positive demeanor with a commitment to delivering outstanding customer service.

Demonstrate strong multitasking abilities, attention to detail, and problem-solving skills to effectively address guest and co-worker needs.

Ability to communicate information and ideas clearly.

Quickly and accurately evaluate and select among alternative courses of action.

Work effectively in high-pressure situations.

Proficient in handling workplace challenges, including anticipating, preventing, identifying, and resolving issues as they arise.

Skilled in listening to and understanding the concerns of guests and colleagues.

Ability to manage financial information and perform basic arithmetic operations.

Capable of reading, comprehending, and writing simple instructions and correspondence.

Ability to use logic to define problems, gather information, establish facts, draw valid conclusions, and interpret information in unique situations.

Familiarity with Microsoft Office suite is essential.

Willingness to work a flexible schedule, including evenings, nights, weekends, and holidays.

Understanding of hotel services and guest offerings is a plus.

Ability to contribute to a positive work environment.

Core Duties:
  • Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Ensure regular attendance in compliance with company standards, which may vary based on hotel needs.
  • Adhere to company policies and regulations to promote safe and efficient hotel operations.
  • Greet and assist all guests at the Front Desk, maintaining a warm and welcoming demeanor.
  • Manage the telephone switchboard and ensure compliance with performance standards.
  • Handle requests for information, mail, and messages in a courteous and efficient manner.
  • Respond to guest inquiries regarding hotel services, facilities, and hours of operation.
  • Establish and maintain effective communication and teamwork with fellow associates and other departments.
  • Stay informed about rates, packages, and special promotions; be aware of in-house groups and restricted dates.
  • Gather necessary information for room reservations and follow established rate quoting procedures.
  • Familiarize yourself with company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Utilize proper radio etiquette when communicating with other associates.
  • Deliver guest items such as luggage, newspapers, messages, and amenities as requested.
  • Maintain an up-to-date knowledge of property amenities, special events, local attractions, and activities.
  • Perform additional duties as assigned, which may include assisting coworkers in other areas of the hotel and maintaining cleanliness and safety throughout the property.


Company Overview:
As a leader in third-party hotel management, our expanding portfolio includes over 1,550 hotels across various locations, representing top international lodging brands, luxury hotels, destination resorts, and lifestyle properties. Our dedicated associates are passionate about serving guests and achieving exceptional results, thriving in a culture that inspires excellence. Join us and explore a world of opportunities with our company.

Benefits:
After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:
  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.

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