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Guest Services Representative

2 months ago

Seattle, Washington, United States Reside Full time

Reside stands as a frontrunner in the alternative accommodations sector, skillfully merging the characteristics of hotels and apartments. With a presence in over 200 cities across the United States and 130 international locations, the Reside family of brands offers comprehensive logistics-based housing solutions that blend the personalized service of a boutique firm with the extensive capabilities of a global enterprise.

The Guest Services Representative plays a pivotal role in delivering attentive, courteous, and efficient service to all guests during their check-in, throughout their stay, and at checkout, while optimizing room revenue and occupancy rates.

Position Type: Full-time

Compensation: $20 - $24 per hour

Schedule: Saturday - Wednesday, 8:00am - 4:30pm

Key Responsibilities

  • Participate in all mandatory property meetings and training sessions.
  • Maintain consistent attendance in accordance with Reside standards, adapting to the property's scheduling needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to Reside policies and regulations to promote safe and efficient property operations.
  • Maximize productivity efforts, identify areas for improvement, and assist in implementing solutions.
  • Communicate effectively with supervisors, a necessary skill for this role.
  • Perform additional duties as assigned by management.
Daily Tasks
  • Welcome and greet all guests approaching the Front Desk in alignment with Reside standards.
  • Ensure proper operation of the PBX console and compliance with all property standards (if applicable).
  • Respond promptly to guests' inquiries regarding property services, facilities, and operational hours.
  • Oversee the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Review the Front Office log and Trace File on a daily basis.
  • Assist guests with inquiries about local dining, transportation, entertainment, and more.
  • Follow all cash handling and credit policies diligently.
  • Stay informed about all rates, packages, and special promotions.
  • Be knowledgeable about all in-house groups and aware of closed-out and restricted dates.
  • Gather all necessary information when processing room reservations and adhere to the rate-quoting procedure.
  • Understand hospitality terminology and emergency procedures, providing assistance as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Utilize proper two-way radio etiquette when communicating with other employees.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports as required.
  • Balance and prepare individual paperwork for shift closures according to property standards.
  • Promote and maintain guest programs and special promotions.
  • Keep the work area clean and organized.
  • Assist guests with safe deposit box inquiries.
Additional Responsibilities

This job description is not intended to be an exhaustive list of activities, duties, or responsibilities required of the employee for this position. Responsibilities may change at any time with or without notice.

Supervisory Responsibilities

This position does not entail any supervisory responsibilities.

Competencies
  • Ability to effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Capable of understanding and applying complex information and data from various sources to achieve objectives.
  • Willingness to cross-train in other property-related areas.
  • Ability to maintain confidentiality of sensitive information.
  • Demonstrate initiative by anticipating guest or operational needs.
  • Effective verbal and written communication skills with all levels of employees and guests in a friendly, courteous, and service-oriented manner.
  • Proficient in listening to, understanding, and clarifying concerns raised by employees and guests.
  • Maintain a warm and friendly demeanor at all times.
  • Ability to multitask and prioritize departmental functions to meet deadlines.
  • Approach all interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Education & Experience
  • College coursework in a related field is beneficial.
  • Experience in a hotel or related field is preferred.
  • High School diploma or equivalent is required.
  • Computer proficiency is required.
  • Customer service experience is preferred.
Physical Demands
  • Flexible and extended hours may be required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to stand for the duration of the shift.
Travel: This position may require minimal travel, less than 20% of the time.

Work Authorization: The employee must be legally authorized to work in the United States.

AAP/EEO Statement

Reside and its affiliated brands are committed to fostering respect and inclusion in our workplace. We are an equal opportunity employer that welcomes individuals from diverse backgrounds and experiences, who contribute their talents to our organization. We treat everyone with kindness and respect in all our interactions. We encourage individuals of all races, national origins, genders, gender identities or expressions, political affiliations, religions, sexes, sexual orientations, veteran statuses, disabilities, and ages to join us. Reside maintains a drug-free workplace.