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Guest Service Representative

2 months ago

Killeen, Texas, United States MCR Hotels Full time
Job Title: Guest Service Representative

The Guest Service Representative at MCR Hotels is the first point of contact for guests, responsible for managing all aspects of their accommodation. This role requires a high level of customer service skills, with a focus on providing exceptional experiences for our guests.

Key Responsibilities:
  • Guest Check-in and Check-out: Register guests, manage reservations, and provide information about rooms, rates, and amenities.
  • Front Desk Operations: Input and retrieve information from the computer and PMS system, confirm guest information, and process payments.
  • Guest Services: Provide information to guests about hotel amenities and local area, assist with check-out, and ensure rooms and services are correctly accounted and charged.
  • Communication: Answer and manage phone calls, respond to guest inquiries and requests, and resolve issues in a timely and friendly manner.
  • Problem Resolution: Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.
Requirements:
  • Front Desk Experience: Preferred, but will train the right fit.
  • Brand Experience: A strong plus.
  • Customer Service Skills: Exceptional, with a focus on providing exceptional guest experiences.
  • Computer Skills: Strong, with the ability to navigate hotel systems and software.
  • Physical Demands: Ability to move, lift up to 20 pounds, and stand for extended periods of time.
  • Communication Skills: Excellent English communication skills, both written and verbal.

MCR Hotels is a leading hotel owner-operator in the United States, with a portfolio of 148 premium-branded hotels across 37 states and 106 cities. We are committed to providing exceptional guest experiences and are seeking a highly motivated and self-directed Guest Service Representative to join our team.