Guest Services Representative

2 weeks ago


Louisville, Kentucky, United States Embassy Suites Louisville East Full time
Position Overview

The Embassy Suites Louisville East is in search of a dedicated Guest Services Representative who is committed to delivering exceptional customer experiences. This role primarily involves evening shifts. Experience with Hilton OnQ is advantageous but not mandatory.

Key Responsibilities

  • Welcome guests promptly with a warm and genuine greeting. Communicate clearly and positively, actively listen to guest inquiries, and respond appropriately with accurate information regarding hotel amenities and local attractions.
  • Facilitate the check-in process efficiently.
  • Manage data entry and retrieval within a moderately complex computer system.
  • Verify essential details such as guest count, duration of stay, and room pricing. Select suitable accommodations based on guest preferences.
  • Program electronic keys for guest access.
  • Confirm room assignments and rates discreetly.
  • Distribute welcome packets that include room keys, certificates, and relevant coupons.
  • Authenticate credit cards for payment authorization using electronic methods. Handle cash transactions, provide change, and maintain an accurate house bank. Record charges to guest rooms and house accounts via the computer system.
  • Oversee the checkout process.
  • Finalize guest accounts accurately.
  • Answer incoming calls within three rings with a positive demeanor. Document messages in the system and relay information to guests. Collect mail, small packages, and faxes for guests as requested.
  • Address guest concerns by conducting thorough investigations to find effective solutions and negotiate outcomes. Provide assistance to resolve issues such as pricing discrepancies or climate control problems.
  • Maintain composure and attentiveness, particularly during high-pressure situations and busy hotel operations.


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