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Guest Services Representative

2 months ago

Green Bay, Wisconsin, United States Aimbridge Hospitality Full time

Job Overview

As a Guest Services Representative, you will play a crucial role in ensuring that guests receive a warm welcome and exceptional service throughout their stay. Your primary duties will include registering guests, managing reservations, and performing hotel operator and concierge responsibilities. Your goal is to provide attentive, courteous, and efficient service while maximizing room revenue and occupancy.

Key Responsibilities

Qualifications:

  • High School diploma or equivalent is required; coursework in a related field is advantageous.
  • Previous experience in a hotel or a similar environment is preferred.
  • Possess a positive demeanor and a strong desire to deliver excellent customer service.
  • Ability to multitask, pay attention to detail, and solve problems effectively.
  • Clear communication skills are essential.
  • Quickly evaluate and choose among alternative actions accurately.
  • Ability to perform well under pressure.
  • Proficient in addressing workplace challenges, including anticipating and resolving issues.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Comfortable working with financial data and basic arithmetic.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical thinking to define problems, gather information, and draw valid conclusions.
  • Familiarity with Microsoft Office Suite is required.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel products and guest services.
  • Contribute to creating a positive work environment.

Responsibilities:

  • Approach all interactions with guests and team members in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform.
  • Ensure regular attendance in accordance with company standards.
  • Comply with all company policies and regulations to promote safe and efficient hotel operations.
  • Greet and welcome all guests at the Front Desk, maintaining a friendly demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle requests for information, mail, and messages courteously and efficiently.
  • Respond to guest inquiries regarding hotel services, facilities, and operational hours.
  • Provide information about local attractions, restaurants, and entertainment options.
  • Foster good communication and teamwork with colleagues across departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow established procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Manage check-ins and check-outs in a friendly and efficient manner.
  • Fully understand and operate all relevant aspects of the Front Desk computer system.
  • Ensure the logging and delivery of packages, mail, and messages to guests.
  • Use proper radio etiquette when communicating with team members.
  • Deliver guest items as requested, including luggage and amenities.
  • Maintain up-to-date knowledge of property amenities and local events.
  • Perform additional duties as assigned, including assisting coworkers and maintaining cleanliness throughout the hotel.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, representing over 1,550 hotels across all 50 states and 22 countries. Our diverse portfolio includes top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels. Our associates are dedicated to serving guests and achieving exceptional results in a culture that inspires everyone to excel.

Benefits

After an initial waiting period, full-time employees are eligible for a competitive benefits package, including:

  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.