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Guest Services Representative

2 months ago

Southern Pines, North Carolina, United States Hospitality Dynamic Talent Full time
Job Overview

Salary: $13-$14

Position Summary:

The Guest Services Representative (GSR) serves as the initial point of contact for visitors and embodies the hotel’s brand as guests arrive. The GSR is tasked with consistently delivering exceptional service that aligns with the hotel’s mission and overall success. This role also involves managing front desk technology systems and addressing guest relations throughout the shift.

Key Responsibilities:

  • Exemplify the brand promise in all guest interactions.
  • Check in guests, issue room keys, and provide detailed information regarding hotel amenities and room locations. Respond to phone inquiries promptly and courteously.
  • Process all cash and credit transactions accurately, adhering to established protocols, including posting charges, completing cashier reports, preparing deposits, and securing assigned funds.
  • Maintain the security of cash, credit transactions, and guest information.
  • Handle guest reservations for individuals and groups via phone or in-person; manage cancellations, modifications, and updates, while promoting room upgrades to enhance revenue.
  • Adhere to the seasonal reservation strategy as directed by hotel management concerning room types and pricing.
  • Encourage teamwork and quality service through effective communication and coordination with other shifts and departmental leadership.
  • Ensure guests receive the products and services offered by the hotel.
  • Comply with local regulations regarding the sale of alcoholic beverages.
  • Fulfill special guest requests and ensure proper delivery of services.
  • Manage guest safe-deposit box issuance and control.
  • Follow all federal, state, and local regulations related to health, safety, and alcohol service.
  • Perform additional duties as assigned.

Qualifications:

  • High School diploma or equivalent.
  • Preferred: One year of experience in a hotel or retail customer service environment.
  • Experience in the extended stay sector is advantageous.
  • Fluency in English is required; proficiency in additional languages is a plus.
  • Strong verbal and written communication skills.
  • Basic mathematical skills, including budgeting and profit/loss concepts, are preferred.
  • Desirable skills include problem-solving, organizational abilities, and training capabilities.
  • Familiarity with Microsoft Office and Opera systems is preferred.
  • ServSafe certification will be required.
  • Physical requirements include frequent standing, bending, and moving throughout the facility.
  • Ability to lift or carry items weighing up to 50 pounds.
  • Must be available to work mornings, evenings, weekends, and holidays.

Benefits:

  • Competitive salary with performance-based bonuses
  • Flexible scheduling options to support work-life balance
  • Inclusive and supportive work environment
  • Career advancement opportunities within the hotel and IHG network
  • Medical, Dental, and Vision Insurance
  • Life Insurance
  • Paid Time Off (PTO)