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Guest Services Representative

2 months ago

Erie, Pennsylvania, United States Homewood Suites Erie Full time

Compensation Type: Hourly

Company Overview: Homewood Suites Erie is a leading establishment in the hospitality sector, known for delivering exceptional service and comfort to our guests. Our commitment to excellence is reflected in our diverse portfolio of properties, which cater to a wide range of clientele. We pride ourselves on creating a welcoming environment where guests feel at home.

Position Overview: The Guest Services Representative plays a crucial role in ensuring that all guests receive attentive, courteous, and efficient service from the moment they arrive until their departure. This position is vital in maximizing room revenue and occupancy while maintaining high standards of guest satisfaction.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, dining options, and transportation.
  • Adhere to all cash handling and credit policies.
  • Stay informed about current rates, packages, and special promotions.
  • Familiarize yourself with all in-house groups and events.
  • Manage room reservations effectively, ensuring accurate rate quoting.
  • Understand hospitality terminology and procedures.
  • Assist in emergency situations as per established protocols.
  • Facilitate check-ins and checkouts in a friendly and efficient manner.
  • Utilize proper communication etiquette when interacting with team members.
  • Operate the Front Desk computer system proficiently.
  • Complete all tasks outlined in the shift checklist promptly.
  • Conduct bucket checks and prepare reports as required.
  • Balance and finalize paperwork at the end of each shift.
  • Promote guest programs and hotel promotions.
  • Maintain a tidy and organized work area.
  • Assist guests with safe deposit box services.

Qualifications:

  • Possess a positive and pleasant demeanor.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer systems is necessary.
  • Experience in customer service is advantageous.
  • Maintain a warm and friendly attitude at all times.
  • Ability to communicate effectively, both verbally and in writing, with guests and colleagues.
  • Demonstrate strong listening skills to address concerns from guests and staff.
  • Capable of multitasking and prioritizing tasks to meet deadlines.
  • Approach all interactions with guests and employees in a courteous and service-oriented manner.
  • Regular attendance is essential, in line with company standards.
  • Exhibit high standards of personal grooming and appearance.
  • Comply with company policies and procedures to ensure safe operations.
  • Identify and assist in resolving operational challenges.
  • Ability to interpret and apply complex information from various sources.
  • Willingness to cross-train in other hotel departments.
  • Maintain confidentiality of sensitive information.
  • Show initiative in anticipating guest needs.
  • Perform additional duties as assigned by management.