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Guest Service Representative

1 month ago

Orlando, Florida, United States Holiday Inn Resort Orlando Suites - Waterpark Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at the Holiday Inn Resort Orlando Suites - Waterpark. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Provide warm and welcoming service to guests, responding to their needs and requests in a timely and professional manner.
  • Register and assign guests to hotel rooms, ensuring accuracy and efficiency in the process.
  • Establish methods of payment and verify credit, ensuring all transactions are secure and compliant with company policies.
  • Make and confirm reservations, ensuring all guest requests are met and exceeded.
  • Compute bills, collect payments, and make change for guests, maintaining a high level of accuracy and attention to detail.
  • Transmit and receive messages, using telephones or the PMS system, to ensure seamless communication with guests and colleagues.
  • Respond to guest complaints, elevating to supervisor if necessary, to ensure all issues are resolved to the guest's satisfaction.
  • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms, to ensure their safety and security.
  • Perform bookkeeping activities, such as balancing accounts and conducting audits, to ensure accuracy and compliance with company policies.
  • Be aware of guest satisfaction scores and work towards increasing departmental and overall guest satisfaction, ensuring our guests have an exceptional experience with us.
  • Follow sustainability guidelines and practices related to HHM's EarthView program, ensuring our commitment to environmental responsibility.
  • Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards, ensuring a safe working environment for all colleagues.
  • Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods, ensuring our guests have a seamless experience with us.
  • Ensure overall guest satisfaction, ensuring our guests have an exceptional experience with us.
Requirements
  • High School diploma or equivalent preferred.
  • Previous customer service experience or equivalent training required.
  • Knowledge of PMS systems preferred.
Work Environment and Context

Work schedule varies and may include working on holidays, weekends, and alternate shifts. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching; stooping, kneeling, or crouching.

About Us

Enjoy the only All-Suite Holiday Inn Resort in Orlando, Florida at the entrance to the WALT DISNEY WORLD Resort where Kids 11 and under eat free for breakfast and dinner. A Walt Disney World Good Neighbor Hotel, The Holiday Inn Resort Orlando Suites - Waterpark is located in the heart of Orlando, one mile from the Walt Disney World Resort theme parks. Complimentary, scheduled shuttle service is available. The resort is minutes from the Walt Disney World Resort area, Universal Orlando, SeaWorld Orlando, The Orange County Convention Center, and the I-Drive entertainment district featuring ICON360. Our location is easily accessible to shopping at both Orlando Premium Outlets and Disney Springs. Our Orlando family resort features 777 spacious suites, free high-speed Internet access, microwave, mini-fridge, and 42" HDTVs. At the Holiday Inn Resort Orlando Suites - Waterpark, you'll enjoy two pools, the 4-D Experience, Bank Heist Laser Challenge, resort entertainment, and Arcade. The resort's Marketplace is the hub for shopping, dining, and entertainment with a gift shop, food court, full-service restaurant, and bar. HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.