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Guest Services Representative

2 months ago

Santa Rosa, California, United States Sandman Hotel Full time

About Sandman Hotel:
At Sandman Hotel, we prioritize our people. We are committed to fostering a supportive and inclusive workplace that promotes diversity, growth, and well-being. Our dedication to a People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on building meaningful relationships. We offer a variety of employment benefits, including health insurance, retirement plans, and paid time off, alongside unique perks such as wellness programs and employee discounts on hotel stays. We are also dedicated to providing ongoing training and development opportunities to help our team members enhance their skills and advance their careers. Join us and discover the advantages of working for a company that values its employees and is committed to delivering exceptional guest experiences.

Position Overview:
The Guest Services Representative is responsible for welcoming and registering guests, ensuring prompt and courteous service, and finalizing guest accounts upon check-out to uphold our high standards of quality.

Key Responsibilities:

  • Provide a warm and sincere welcome to guests upon arrival, utilizing a positive and clear communication style to understand requests and offer accurate information about hotel amenities and local attractions.
  • Facilitate the registration process by accurately entering and retrieving information from our computer system, confirming essential details such as guest count and room rates. Promote the hotel’s marketing initiatives and select appropriate room assignments based on guest preferences.
  • Process credit card authorizations and handle various forms of payment, ensuring accuracy in financial transactions and maintaining a balanced cash drawer.
  • Answer phone calls promptly, communicating effectively in English, and manage guest messages and requests efficiently.
  • Assist guests during check-out, ensuring satisfaction and addressing any concerns that may arise, including negotiating solutions for any issues encountered during their stay.
  • Maintain composure and alertness during busy periods or emergencies, resolving complications such as room changes or billing discrepancies.
  • Address guest complaints with thorough research and effective solutions, demonstrating patience and diplomacy to ensure a positive resolution.

Other Requirements:
Regular attendance is crucial for this role, and employees are expected to adhere to the hotel’s standards. Due to the nature of the hospitality industry, flexibility in scheduling may be required to meet business needs.

Qualifications:

  • High school diploma preferred.
  • No prior experience necessary; however, experience in hospitality is advantageous.
  • Ability to perform basic mathematical calculations and effectively use a calculator.
  • Strong communication skills in English, both verbal and written.
  • Experience with computer systems is beneficial.

Compensation:
The compensation for this position ranges from $20.00 to $22.00 per hour, based on qualifications and experience.