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Guest Service Representative

1 month ago

Killeen, Texas, United States MCR Hotels Full time
Job Title: Guest Service Representative

The Guest Service Representative at MCR Hotels is the first point of contact for guests and manages all aspects of their accommodation. This role is responsible for registering guests, managing reservations, and providing information about rooms, rates, and amenities.

Key Responsibilities:
  • Greet guests and complete the check-in process
  • Input and retrieve information from the computer and PMS system
  • Confirm guest information, room rate, selection of room, and code electronic keys
  • Provide information to guests about hotel amenities and the local area
  • Assist guests with check-out
  • Ensure rooms and services are correctly accounted and charged
  • Handle money, process credit and debit cards, accept various forms of payment, and process gift certificates
  • Demonstrate knowledge of hotel information, including room categories, room rates, packages, promotions, and the local area
  • Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
  • Answer and manage phone calls in a timely manner, managing multiple tasks at once
  • Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
  • Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
  • Receive, retrieve, and relay messages and packages to guests
Requirements:
  • Front desk experience preferred, but will train the right fit
  • Experience with the brand a strong plus
  • Highly motivated and self-directed
  • Exceptional customer service skills required
  • Must possess strong computer skills
  • Ability to move, and occasionally lift up to 20 pounds and stand for extended periods of time
  • Excellent English communication skills, both written and verbal
  • A can-do attitude and a hands-on approach
  • A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel