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Guest Services Representative

2 months ago

Chattanooga, Tennessee, United States MCR Hotels Full time
Position Overview:

The Guest Services Representative is essential in ensuring a remarkable experience for all visitors while overseeing the front-facing administrative tasks of the hotel.

Key Responsibilities:

  • Deliver attentive, courteous, and efficient service to all guests before their arrival and throughout their stay, while optimizing room revenue and occupancy rates.
  • Manage the telephone switchboard effectively.
  • Address guest inquiries regarding hotel services, facilities, and operational hours.
  • Foster effective communication and teamwork with colleagues and other departments within the hotel.
  • Respond promptly and professionally to guest requests.
  • Maintain confidentiality and security of all guest and hotel information.
  • Document all guest requests, complaints, or issues immediately and inform the relevant department for resolution.
  • Follow up to ensure issues are resolved and guest satisfaction is achieved.
  • Stay informed about all rates, packages, and special promotions.
  • Be knowledgeable about in-house groups and peak demand/restricted dates.
  • Accurately gather all necessary information when processing room reservations and adhere to rate quoting procedures.
  • Be proficient with the front desk computer system.
  • Log and deliver packages, mail, and messages efficiently.
  • Share insights about the property, amenities, local attractions, and events.
  • Accurately execute the check-in and check-out processes.
  • Utilize creative problem-solving and brand standard service tools to address guest concerns and ensure satisfaction.
  • Restock front desk supplies as required or directed by the supervisor.
  • Follow checklists diligently.
  • Perform additional duties as assigned.

Minimum Qualifications:

  • Exhibit a positive attitude and eagerness to learn.
  • Demonstrate strong multitasking abilities.
  • Show attention to detail.
  • Possess problem-solving skills to effectively engage with both internal and external customers.
  • Basic proficiency in English for verbal and written communication.
  • Ability to thrive in high-pressure situations.
  • Basic math skills.
  • Capability to obtain alcohol awareness certification as mandated by state regulations.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Proficiency in Windows operating systems, spreadsheets, and word processing software.
  • Ability to communicate information and ideas clearly.
  • A strong desire to serve all guests.
  • Must meet the legal age requirements to serve alcoholic beverages (at select properties).

Preferred Qualifications:

  • Previous experience in a hotel or related field.
  • Familiarity with brand standards and practices.

About MCR Hotels:

MCR is the third-largest hotel owner-operator in the United States, with a portfolio valued at $5.0 billion, encompassing 148 premium-branded hotels with over 22,000 guest rooms across 37 states and 106 cities. Our company, founded in 2006, has offices in major cities and employs over 7,000 team members nationwide. MCR operates hotels under various well-known brands and has received numerous accolades for excellence in the hospitality industry.

What We Offer:

  • Hotel Discounts
  • Weekly Pay
  • Paid Time Off
  • Retirement Options
  • Referral Bonuses
  • Career Advancement Opportunities
  • Health, Dental, and Vision Insurance available after 30 days for full-time employees