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Guest Services Representative

2 months ago

Southern Pines, North Carolina, United States Hospitality Dynamic Talent Full time
Job Overview

Salary: $13-$14

Position Summary:

The Guest Services Representative (GSR) serves as the primary liaison for guests, embodying the hotel brand as they arrive. This role is essential in delivering exceptional service that aligns with the hotel’s mission and overall success. The GSR is also tasked with managing front desk technology systems and overseeing guest relations during their shift.

Key Responsibilities:

  • Exemplify the brand promise in all guest interactions.
  • Check in guests, issue room keys, and provide detailed information regarding hotel amenities and room locations. Respond to phone inquiries promptly and courteously.
  • Process all cash and credit card transactions accurately, adhering to established protocols, including posting charges, completing financial reports, preparing deposits, and securing assigned funds.
  • Maintain the security of cash, credit card transactions, and sensitive guest information.
  • Handle guest reservations for individuals and groups via phone or in-person requests; manage cancellations, modifications, and updates, while promoting room upgrades to enhance revenue.
  • Adhere to the seasonal reservation strategy as directed by hotel management concerning room types and pricing.
  • Foster teamwork and quality service through effective communication and collaboration with other shifts and departmental leadership.
  • Ensure guests receive the full range of services and products offered by the hotel.
  • Comply with local regulations regarding the sale of alcoholic beverages.
  • Fulfill special guest requests and ensure services are delivered to satisfaction.
  • Manage guest safe-deposit box issuance and control.
  • Adhere to all federal, state, and local health, safety, and alcohol service regulations.
  • Perform additional duties as assigned.

Qualifications:

  • High School diploma or equivalent required.
  • Preferred one year of experience in a hotel or retail customer service environment.
  • Experience in the extended stay sector is a plus.
  • Fluency in English, with additional languages being advantageous.
  • Strong verbal and written communication skills.
  • Basic mathematical skills, including budgeting and profit/loss concepts.
  • Preferred problem-solving, organizational, and training abilities.
  • Familiarity with Microsoft Office and Opera systems is advantageous.
  • ServSafe certification will be required.
  • Physical requirements include frequent standing, bending, climbing, kneeling, and moving throughout the facility.
  • Ability to lift or carry items weighing up to 50 pounds.
  • Willingness to work varied shifts, including mornings, evenings, weekends, and holidays.

Benefits:

  • Competitive salary with performance-based bonuses.
  • Flexible scheduling options to support work-life balance.
  • Inclusive and supportive work environment.
  • Opportunities for career advancement within the hotel and broader network.
  • Medical, Dental, and Vision Insurance.
  • Life Insurance and Paid Time Off (PTO).