Guest Services Representative

2 weeks ago

Asheville, North Carolina, United States McKibbon Hospitality Full time

What Defines a McKibbon Guest Services Representative?

The guest services representative is typically the initial point of contact for visitors. As the welcoming presence of the establishment, this role requires a personable demeanor and a strong inclination to assist others. You will be tasked with engaging in a friendly and efficient manner, ensuring that the needs of guests are met effectively.

A Typical Day Includes:

  • Anticipating the needs of guests, responding swiftly, and acknowledging all visitors promptly.
  • Maintaining positive relationships with guests at all times.
  • Addressing guest concerns and ensuring overall satisfaction.
  • Possessing comprehensive knowledge of hotel amenities, operational hours, room pricing, special offers, daily occupancy, and scheduled group activities.
  • Processing guest check-ins and confirming registration details with visitors.
  • Managing overbooked situations or 'walked' guests.
  • Recording and accepting wake-up call requests.
  • Communicating essential guest information to relevant departments (e.g., special requests, amenity delivery).
  • Resolving discrepancies in room status reports with housekeeping.
  • Training in and learning about Food and Beverage operations.
  • Promoting food and beverage offerings through suggestive selling techniques to enhance revenue.
  • Preparing beverages and food as requested by guests or staff according to established procedures.
  • Having thorough knowledge of menus, including preparation times, portion sizes, and serving methods.
  • Following alcohol awareness training to monitor guest behavior and consumption.

Qualifications:

  • Prior experience in a guest services role or similar position.
  • A high school diploma or equivalent vocational training certificate.
  • Experience in a hospitality environment is highly preferred.
  • Proficiency in computer usage.
  • Basic mathematical skills.
  • The ability to deliver exceptional customer service while maintaining professionalism.
  • Capability to input and retrieve information in property management and point-of-sale systems.
  • Knowledge of beverage preparation.

Desired Skills & Attributes:

  • Excellent verbal and written communication abilities.
  • The capacity to foster a fun and supportive workplace atmosphere.

Benefits & Perks:

At McKibbon Hospitality, we recognize that exceptional service begins with our team members. We prioritize the employee experience just as much as that of our guests. Our comprehensive benefits package includes:

Health & Wellness:

  • Full-time associates receive a comprehensive benefits package, including medical, dental, and vision coverage.
  • Life insurance and short- and long-term disability options.
  • Paid time off and holidays.
  • Access to the Wellbeats APP to support physical and mental wellness.

Financial & Career Development:

  • Competitive compensation with performance incentives.
  • Referral program for associates.
  • Training classes, workshops, and conferences for professional growth.
  • 401K savings plan with matching contributions for full-time associates.
  • Tuition reimbursement opportunities.

Community Engagement:

  • Fundraising matching program.
  • Volunteer opportunities available.
  • 24/7 chaplain services.
  • Exclusive discounts on hotel stays.

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