Guest Service Representative

4 weeks ago

New Smyrna Beach, Florida, United States Strand Hospitality Services Full time
Job Summary

The Guest Service Representative is responsible for providing exceptional customer service to hotel guests. This includes responding to guest requests, predicting and meeting their needs, and providing information and services at the front desk.

Duties and Responsibilities

The Guest Service Representative's key responsibilities include:
  • Answering incoming telephone calls professionally and following hotel and brand standards for phone etiquette.
  • Providing excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
  • Making reservations or modifying reservations as needed.
  • Following hotel and brand standards related to guest interactions and reward programs.
  • Coordinating check-in and check-out procedures with multiple guests in line in a courteous and efficient manner.
  • Maintaining guest privacy and safety by not sharing information about guests with callers, walk-ins, or other guests.
  • Documenting information regarding guest or room information in the front desk notebook for future shifts.
  • Assisting the sales team with pre-registration and blocking of rooms for groups.
  • Adhering to proper credit, check cashing, and cash-handling policies and procedures.
  • Tracking room status to ensure guests are assigned to vacant ready rooms.
  • Sharing correct information regarding rooms, amenities, and hotel rules.
  • Using suggestive selling techniques to sell rooms and promote other services of the hotel.
  • Coordinating room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  • Processing mail, packages, and message handling with care to provide accurate information to guests or management promptly.
  • Attending department meetings.
  • Communicating with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
  • Following all safety and emergency procedures and being aware of accident prevention policies.
  • Completing duties and confirming on shift checklist as assigned.
  • Performing various other duties as assigned by the Supervisor.

Requirements

The ideal candidate will have:
  • Hotel Guest Services experience preferred.
  • Customer Service experience required.
  • The ability to reason and make appropriate decisions in response to guest concerns.

Strand Core Values

All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RESPECTFUL

ADAPTIVE

SERVICE

ACCOUNTABLE

UNIFIED

DEDICATED

Guest Service Representative Core Competencies

The Guest Service Representative will possess the following core competencies:
  • Guest Satisfaction
  • Strong Communicator/Listener
  • Problem Solver
  • Friendliness/Helpfulness
  • Coachability

Work Environment

The Guest Service Representative will work in a fast-paced hotel environment with prolonged periods of standing at the front desk, frequent walking, and frequent squatting, kneeling, bending down, forward and trunk rotation while standing. The position may also require frequent stair climbing, reaching above and below shoulders, and pushing and pulling. The Guest Service Representative must have the ability to frequently adjust focus and use close, peripheral, and depth/distance vision. The position requires frequent lifting, carrying, pushing, and pulling up to 15 lbs. and occasional lifting, carrying, pushing, or pulling up to 25 lbs.

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