Guest Services Specialist, Engagement

1 month ago

Waldorf, Maryland, United States Hampton Inn Waldorf Full time
Job Title: Guest Services Specialist, Engagement

We are seeking a highly skilled Guest Services Specialist to join our team at Hampton Inn Waldorf. As a key member of our hotel staff, you will be responsible for delivering exceptional guest service and ensuring a seamless experience for our valued customers.

Key Responsibilities:
  • Provide outstanding service during check-ins, check-outs, and throughout the guests' stay.
  • Actively engage with guests, anticipating their needs and proactively solving problems to ensure their comfort and satisfaction throughout their stay.
  • Maintain clear and effective communication with Housekeeping, Maintenance, Food and Beverage, and other hotel service teams to address guest needs promptly.
  • Provide immediate assistance for any guest requests, room requirements, or inquiries, ensuring a comfortable and enjoyable stay.
  • Review performance metrics like guest satisfaction scores and check-in/check-out times to identify and implement improvements.
  • Analyze guest feedback related to Guest Services and collaborate with management to enhance the guest experience.
  • Generate and review weekly audit reports, including room occupancy rates, reservation accuracy, and guest billing discrepancies, ensuring adherence to hotel standards and accounting practices.
  • Regularly check and manage the inventory of front desk supplies such as key cards, stationery, and informational brochures to ensure smooth operations.
  • Inform guests about the benefits of our brand's loyalty program and encourage non-members to enroll to enhance their overall experience.
Requirements:
  • A proactive focus on anticipating guest needs and delivering memorable experiences with enthusiasm and attention to detail.
  • The ability to stay composed and focused in a fast-paced environment, maintaining excellent service standards under pressure.
  • A calm and patient demeanor, especially when addressing guest concerns, ensuring every interaction is handled with care and professionalism.
  • A warm, approachable, and optimistic attitude that contributes to creating a welcoming and pleasant atmosphere for guests and colleagues alike.
What We Offer:
  • A competitive salary that reflects your skills, experience, and contributions to our success.
  • Discounted rates at our partner hotel brands, making personal travel more affordable and enjoyable.
  • Full-time employees enjoy 1 week of paid time off, plus a floating holiday if they work on any of our 8 core holidays.
  • Part-time employees receive 1.5x their hourly rate for holiday pay, ensuring everyone is rewarded for their dedication during the holidays.

We are an Equal Opportunity Employer, committed to fostering a diverse and inclusive work environment that values and celebrates all team members' unique backgrounds, perspectives, and talents.

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