Guest Services Representative

2 weeks ago

Okemos, Michigan, United States Staybridge Suites Full time

Job Description

Overview:

As a vital member of our hospitality team, you will be responsible for warmly welcoming guests to our establishment. Your role will encompass managing the check-in and check-out processes for our visitors, addressing special requests, and adhering to established procedures for guest services.

Key Responsibilities:

1. Greet guests promptly with a warm and genuine welcome.

2. Handle cash transactions, provide change, and maintain an accurate house bank. Accept and document various forms of payment, including vouchers.

3. Perform accurate arithmetic functions using a calculator.

4. Charge guest rooms and house accounts through our computer system.

5. Complete the registration process by entering and retrieving information from our system, confirming guest details and room rates.


6. Promote our marketing initiatives effectively.

7. Select appropriate room assignments based on guest preferences.

8. Code electronic keys and confirm room numbers and rates non-verbally. Provide welcome packets containing room keys, certificates, and local attractions information.

9. Answer phone calls promptly using a clear and professional tone, adhering to the hotel's scripted greeting.

10. Input and retrieve messages from the computer system, ensuring effective communication with guests.

11. Retrieve mail, packages, and faxes for guests upon request, ensuring confidentiality of all correspondences.

12. Close guest accounts during checkout and inquire about their satisfaction. Address any concerns by promptly notifying management.

13. Resolve issues related to room changes, additional amenities, and billing discrepancies.

14. Document guest feedback or complaints by actively listening and offering solutions to problems such as pricing disputes or comfort issues.


15. Perform additional job-related tasks as assigned, which may include light cleaning and laundry duties.

Additional Information:

Regular attendance is crucial for the successful execution of this role. Employees with inconsistent attendance may face disciplinary actions, including potential termination.

Due to the nature of the hospitality industry, employees may be required to work flexible schedules, including holidays, to meet the operational needs of the hotel.

Upon hiring, all employees must fully comply with the hotel's policies and procedures to ensure the safe and efficient operation of our facilities.

Employees who do not adhere to hotel policies may face disciplinary actions, including termination.


Education Requirements:


Any combination of education and experience equivalent to a high school diploma or any other combination of education, training, or experience that provides the necessary knowledge, skills, and abilities.


Work Environment/Physical Requirements:

This position requires continuous standing and movement throughout the front office area. The work environment is indoors, with protection from weather but not necessarily from temperature variations. The workspace is confined with considerable traffic, frequent interruptions, and noise from phones, conversations, and office equipment. Standing for more than 50% of the work shift is expected. Physical activities include standing, talking, hearing, seeing, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, and bending. Repetitive motion of hands and wrists related to computer use is common.

This job description serves as a general overview of the responsibilities and skills required for successful performance in this role. It is not intended to detail every aspect of the job or list every task that may be performed. This description does not constitute an employment contract; employment with the company is "At-Will" and subject to change.

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