Guest Services Representative

1 week ago

Rockville Maryland, United States EVEN Rockville Full time

About Us:
At EVEN Hotel Rockville-Washington D.C. Area, we strive to create a balance between professional and personal life.

Our hotel is conveniently located near major transit routes, providing easy access to surrounding metropolitan areas.

Become a part of our dynamic team and enjoy a variety of benefits, including complimentary parking, generous paid time off, and flexible vacation options.

Additionally, take advantage of exclusive access to IHG's discounted hotel room program, available at thousands of locations globally.


If you don't meet every requirement listed, we encourage you to apply anyway. Research indicates that underrepresented groups are less likely to apply unless they meet all qualifications.

At HEI, we are committed to fostering a diverse and inclusive workplace, so if you are enthusiastic about this position but your experience does not align perfectly with every qualification, we invite you to submit your application.

You may be the ideal candidate for this or other opportunities within our organization.

We appreciate U.S. military experience and welcome all qualified military candidates to apply.

Overview:
Support guests during their arrival and departure from the hotel, ensuring a positive experience.

Responsibilities:
Welcome guests promptly with a warm and genuine greeting.

Utilize a clear and positive speaking voice, listen attentively to requests, respond appropriately, and provide accurate information regarding hotel amenities and local attractions.


Complete the check-in process by entering and retrieving information from our computer system, confirming essential details such as guest count and room rates.

Promote HEI Hotels and Resorts along with brand marketing initiatives. Make suitable room selections based on guest preferences. Code electronic keys and confirm room numbers and rates non-verbally. Provide welcome packets containing room keys, certificates, coupons, and refreshment center keys as necessary.

Verify and imprint credit cards for authorization using electronic methods. Handle cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and various payment forms. Convert foreign currency at current rates. Post charges to guest rooms and house accounts using the computer system.

Promptly answer incoming calls with positive and clear communication. Input messages into the system and relay them to guests. Retrieve mail, small packages, and faxes for guests upon request.

Close guest accounts at checkout and ensure satisfaction. In cases of dissatisfaction, negotiate solutions, which may include authorizing revenue adjustments.

Address guest complaints by conducting thorough investigations to find effective resolutions. Listen attentively and provide assistance to resolve issues such as pricing disputes or temperature control problems.

Maintain composure and alertness, especially during emergencies and busy periods. Plan and execute detailed steps using sound judgment and discretion.

Adhere to attendance policies and be available for regular shifts.

Perform any other job-related tasks as assigned.

Qualifications:
A high school diploma or equivalent is required; a college degree is preferred.

Previous hotel experience is advantageous.

Strong proficiency in using a calculator for moderately complex mathematical calculations without error.


Ability to effectively interact with both internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information.

Capability to stand and move throughout the front office while continuously performing essential job functions.

Proficient in accessing and accurately inputting information using a moderately complex computer system.

Adept at observing and identifying signs of emergency situations.

Ability to establish and maintain effective working relationships with colleagues, customers, and patrons.

Strong verbal and written communication skills, with the ability to adapt communication style to suit various audiences, including supervisors, coworkers, and the public.

Benefits:
HEI Hotels and Resorts is dedicated to offering a comprehensive benefits program that provides choices for your physical, mental, and financial well-being, emphasizing the value of your most important investment - yourself.


For your physical and mental wellness, we offer competitive medical and dental plans through Anthem Blue Cross Blue Shield, as well as vision insurance through EyeMed.

Our vacation, sick leave, and personal time off programs are designed to help you recharge. HEI also offers pet insurance through the ASPCA.

For your financial wellness, HEI provides a range of coverage options, including supplemental, spousal, and child life insurance, along with short and long-term disability plans.

Our 401(k) Savings Plan with matching contributions, and discounts through our 'YouDecide' and hotel room discount programs, provide additional incentives for choosing HEI as your future employer.

Specific details and eligibility for these programs may vary by location and employment status.


Work today, get paid today We proudly partner with DailyPay, a voluntary benefit that allows our associates to access their earnings whenever they choose.

HEI Hotels and Resorts is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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