Guest Services Representative

1 week ago

Annapolis, Maryland, United States The Westin Annapolis Full time

About Us:
The Westin Annapolis boasts an exceptional downtown location, creating a welcoming environment for our guests to visit, enjoy, and stay for a while. We provide excellent team member incentives, including complimentary employee meals and provided uniforms, alongside our convenient proximity to local attractions. The Westin Annapolis is an ideal workplace, fostering a family-friendly atmosphere that encourages hard work while having fun.

Inclusivity Statement:
Don't meet every single requirement of this job? Research indicates that women and individuals from diverse backgrounds are less likely to apply unless they meet all qualifications. At HEI, we are committed to cultivating a diverse and inclusive workplace. If you are enthusiastic about this role but your experience does not perfectly align with every qualification, we encourage you to submit your information. You might be the perfect fit for this or other positions within our organization.

We value U.S. military experience and invite all qualified military candidates to apply.

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

Sign-on Bonus: $300 after 90 days of employment.

Key Responsibilities:

  • Welcome guests promptly with a friendly and genuine greeting. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  • Complete the registration process by entering and retrieving information from a computer system, confirming essential details such as the number of guests and room rates. Promote HEI Hotels and Resorts and brand marketing initiatives. Make suitable room selections based on guest needs. Code electronic keys and non-verbally confirm room numbers and rates. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as necessary.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Manage cash transactions, make change, and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other payment forms. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer system.
  • Answer telephone calls promptly with positive and clear communication. Input messages into the computer system. Retrieve messages and communicate their content to guests. Collect mail, small packages, and facsimiles for customers upon request.
  • Close guest accounts at check-out and ascertain satisfaction. In cases of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
  • Address guest complaints by conducting thorough research to develop effective solutions and negotiate outcomes. Listen attentively and extend assistance to resolve issues such as pricing conflicts or insufficient heating or air conditioning.
  • Maintain composure and alertness, especially during emergencies and busy hotel periods. Plan and implement detailed steps using sound judgment and discretion.
  • Adhere to attendance policies and be available to work regularly.
  • Perform any other job-related duties as assigned.

Qualifications:

  • High school diploma or equivalent required; college degree preferred.
  • Previous hotel experience preferred.
  • Proficient in using a calculator for moderately complex mathematical calculations without error.
  • Ability to effectively interact with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts.
  • Ability to stand and move throughout the front office while continuously performing essential job functions.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to observe and detect signs of emergency situations.
  • Ability to establish and maintain effective working relationships with colleagues, customers, and patrons.
  • Strong verbal and written communication skills, with the ability to adapt communication style to suit different audiences.

Benefits:
HEI Hotels and Resorts is dedicated to providing a comprehensive benefits program that offers choices for your physical, mental, and financial wellness, creating value in your most important investment - yourself.

For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield, as well as Vision insurance through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI offers a wide array of coverage, including Supplemental, Spousal, and Child Life insurance, as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as your future employer. Specific details and eligibility of these programs vary by location and employment status.

Work Today, Get Paid Today:
We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

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.

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