Guest Services Representative

2 weeks ago

Asbury Park, New Jersey, United States Sage Hospitality Full time

About Us:

At Sage Hospitality Group, we seek visionary leaders who embrace innovation and challenge the status quo. We are not merely filling positions; we are searching for dynamic individuals eager to ascend in their careers. Sage offers pathways for professional development and personal satisfaction, focusing on the elements that nurture our humanity and happiness.

Our goal is to attract and retain team members who are deeply engaged in our culture, passionate about the hospitality industry, and enthusiastic about enhancing lives through memorable experiences. Founded on a spirit of bold individuality, Sage has crafted some of the finest hotels, restaurants, and experiences worldwide. The truth is, our success is driven by individuals like you—those who forge their own paths, are eager to learn, and cherish their communities. We value proactive individuals who take initiative.

Your Role:
As a Guest Services Representative, you will respond to guests in a professional and courteous manner, providing accurate and timely information and services. You will handle inquiries via telephone and in-person regarding reservations, hotel details, and guest concerns.

Key Responsibilities:

  • Welcome guests and complete established check-in procedures daily, utilizing both manual and computerized systems to ensure guest satisfaction and room assignments.
  • Facilitate guest departures by adhering to established procedures for closing accounts and preparing rooms for the next guests.
  • Accurately calculate and post transactions, receipts, and guest accounts using proper cash handling methods to ensure precise billing upon check-out.
  • Respond to inquiries and accept reservations in person and over the phone, effectively communicating hotel rates and utilizing suggestive selling techniques to enhance occupancy and revenue.
  • Maintain strong customer relations by staying informed about in-house and local events to provide knowledgeable responses to guest inquiries.
  • Operate PBX equipment to manage incoming and outgoing calls, schedule wake-up calls, and page guests to ensure timely service.
  • Manage cash transactions at the front desk, maintaining full responsibility for personal cash drawer as per hotel policy.
  • Exhibit a friendly, cheerful, and courteous demeanor at all times.

Qualifications:

Education:
High School diploma or equivalent.

Experience:
No prior experience required.

Knowledge and Skills:

  • Basic mathematical skills and knowledge of standard cash handling procedures and computerized cash register systems.
  • Experience in direct public interaction and a general understanding of customer service principles.
  • Fluency in both oral and written English.
  • Ability to handle various customer service challenges with tact and understanding, especially in stressful situations.
  • Strong organizational skills and attention to detail, particularly when managing multiple tasks.

Physical Requirements:

The physical demands outlined here represent those that must be met by an associate to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

  • Ability to read written communications and operate a monochrome computer screen.
  • Proficiency in using computers, calculators, and telephone keypads for cash handling and paperwork.
  • Capability to follow verbal and written instructions, manage multiple tasks, and communicate effectively.
  • Majority of the shift involves standing, with occasional bending and kneeling for filing tasks.
  • Mobility to reach all areas of the hotel to assist guests.
  • Occasional lifting and carrying of files and office items up to 25 lbs.

Work Environment:
Work is primarily conducted indoors in a climate-controlled environment with fluorescent lighting.

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