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Guest Services Representative

2 months ago

Charlotte, North Carolina, United States MCR Hotels Full time
Position Overview

The Guest Services Representative is pivotal in ensuring a remarkable experience for all visitors while overseeing the front-facing administrative functions of the establishment.

Key Responsibilities:

  • Delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay, while optimizing room revenue and occupancy rates.
  • Managing the telephone switchboard effectively.
  • Addressing guest inquiries regarding hotel services, facilities, and operational hours.
  • Fostering effective communication and collaboration with fellow team members and other departments within the hotel.
  • Responding promptly and professionally to guest requests.
  • Maintaining the confidentiality and security of all guest and hotel information.
  • Documenting all guest requests, complaints, or issues immediately and notifying the appropriate department for resolution.
  • Following up to ensure issues are resolved and guest satisfaction is achieved.
  • Staying informed about all rates, packages, and special promotions.
  • Being knowledgeable about in-house groups and peak demand/restricted dates.
  • Collecting all necessary information when processing room reservations and adhering to rate quoting procedures.
  • Utilizing the front desk computer system proficiently.
  • Logging and delivering packages, mail, and messages.
  • Sharing insights about the property, amenities, and local attractions.
  • Accurately executing the check-in and check-out processes.
  • Employing creative problem-solving and brand-standard service tools to address guest concerns and ensure satisfaction.
  • Restocking the front desk area and supplies as needed.
  • Following established checklists and performing additional duties as assigned.

Minimum Qualifications:

  • Positive attitude and eagerness to learn.
  • Ability to manage multiple tasks effectively.
  • Detail-oriented with strong problem-solving skills.
  • Basic proficiency in English, both verbal and written.
  • Ability to thrive in high-pressure situations.
  • Basic math skills.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Proficiency in Windows operating systems and standard office software.
  • Clear communication skills.
  • Desire to provide exceptional service to all guests.

Preferred Qualifications:

  • Previous experience in a hotel or related field.
  • Familiarity with brand standards and practices.

About MCR Hotels

MCR is the third-largest hotel owner-operator in the United States, with a diverse portfolio of premium-branded hotels. Founded in 2006, MCR operates numerous properties across the country, employing over 7,000 team members. The company has received multiple accolades for its commitment to excellence in hospitality, including awards from Marriott and Hilton. MCR offers a range of benefits, including hotel discounts, weekly pay, paid time off, retirement options, and health insurance for full-time employees.