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Guest Services Representative

2 months ago

Cincinnati, Ohio, United States The Westin Cincinnati Full time

About Us:
Become a part of our dynamic team at The Westin Cincinnati.

Experience a workplace that values your input and fosters your professional development. At The Westin Cincinnati, we are more than just colleagues; we are a tradition of excellence. Our team members enjoy long tenures, showcasing our commitment to hospitality within the HEI Hotels & Resorts family. Our associates frequently express their satisfaction, and we are excited to share our culture with you.

Flourish in an environment that recognizes your hard work with competitive pay, comprehensive health and wellness benefits, and the work-life balance you deserve. Your health is our priority, and we ensure it is supported through generous leave policies.

Thinking about your future? Our robust 401(k) plan features significant company matching contributions, enhancing your retirement savings. Additionally, as a valued member of the world's largest hotel chain, you will gain exclusive access to our extensive portfolio of brands, along with an enticing hotel discount program.

At Westin, you are not merely selecting a job; you are embarking on a journey filled with possibilities. Are you ready to elevate your career? We look forward to welcoming you.

If you do not meet every requirement listed, we encourage you to apply. Research indicates that women and individuals from diverse backgrounds often hesitate to apply unless they meet all qualifications. At HEI, we are committed to fostering a diverse and inclusive workplace, so if you are enthusiastic about this position, we invite you to submit your application. You may be the ideal candidate for this or other opportunities within our organization.

We appreciate U.S. military experience and encourage all qualified military candidates to apply.

Overview:
Assist guests during their arrival and departure at the hotel, ensuring a positive experience.

Responsibilities:

  • Welcome guests promptly with a warm and genuine greeting. Utilize a clear and positive speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding hotel amenities and local attractions.
  • Facilitate the check-in process by entering and retrieving information from our computer system, confirming essential details such as guest count and room rates. Promote HEI Hotels and Resorts and our brand marketing initiatives. Select rooms that cater to guest preferences. Code electronic keys and confirm room assignments non-verbally. Provide welcome packets containing room keys, certificates, coupons, and refreshment center keys as needed.
  • Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and various payment forms. Exchange foreign currency at current rates. Post charges to guest accounts using the computer system.
  • Answer phone calls promptly with positive communication. Record messages in the system and relay them to guests. Retrieve mail, small packages, and faxes for guests upon request.
  • Finalize guest accounts during check-out and assess satisfaction levels. In cases of dissatisfaction, negotiate resolutions, which may include authorizing adjustments.
  • Address guest complaints, conducting thorough investigations to find effective solutions and negotiate outcomes. Listen attentively and offer assistance to resolve issues such as pricing disputes or climate control concerns.
  • Maintain composure and vigilance, especially during emergencies and busy periods. Plan and execute detailed responses using sound judgment.
  • Adhere to attendance policies and be available for regular shifts.
  • Perform additional job-related tasks as assigned.

Qualifications:

  • High school diploma or equivalent required; college degree preferred.
  • Prior hotel experience is preferred.
  • Proficient in using a calculator for moderately complex calculations without error.
  • Ability to effectively interact with both internal and external customers, demonstrating patience, tact, and diplomacy to resolve conflicts and gather accurate information.
  • Capable of standing and moving throughout the front office while performing essential job functions.
  • Proficient in accessing and accurately entering information into a moderately complex computer system.
  • Able to observe and identify signs of emergency situations.
  • Skilled in establishing and maintaining effective working relationships with colleagues, customers, and guests.
  • Strong verbal and written communication skills, with the ability to adapt communication styles for different audiences.

Benefits:
HEI Hotels and Resorts is dedicated to offering a comprehensive benefits program that provides choices for your physical, mental, and financial well-being, enhancing your most valuable asset - yourself.

For your physical and mental wellness, we offer competitive medical and dental plans through Anthem Blue Cross Blue Shield, along with vision insurance through EyeMed. Our vacation, sick leave, and holiday programs are designed to help you recharge with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI offers a variety of coverage options, including supplemental, spousal, and child life insurance, as well as short and long-term disability plans. Our 401(k) savings plan with matching contributions, along with discounts through our 'YouDecide' and hotel room discount programs, provide additional incentives for choosing HEI as your future employer.

Work today, get paid today We proudly partner with DailyPay, a voluntary benefit that allows our associates to access their earnings when they choose.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.