Guest Service Representative

1 week ago

Louisville, Kentucky, United States White Lodging Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Service Representative to join our team at White Lodging. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

Key Responsibilities
  • Provide warm and sincere greetings to guests, checking them in and out efficiently and in a friendly manner.
  • Anticipate and exceed guest expectations, ensuring their needs are met and exceeded.
  • Handle guest mail, messages, and safe deposit boxes per SOP.
  • Offer and properly handle requests for wake-up calls and "do not disturb" requests.
  • Effectively operate the hotel computer system or property management system upon certification.
  • Develop a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, and hotel surroundings.
  • Monitor room availability, selling strategies, discounts, and frequent guest program benefits.
  • Keep desk area clean and maintain the cleanliness of the Lobby and Entrance.
  • Inform management of any guest or system-related issues.
  • Read and initial log daily.
  • Maintain proper key control.
  • Forward Lost and Found inquiries to Loss Prevention.
  • Follow brand check-in/check-out procedures for all guests.
  • Assist with Sales and Marketing efforts as directed by management staff.
  • Possess working knowledge of reservation procedures, including cancellation and walk procedures.
  • Ensure security and confidentiality of all guest and hotel information and material.
  • Practice energy conservation at all times.
  • Notify manager/PBX of maintenance issues.
  • Attend work on time as scheduled and adhere to attendance policy.
  • Participate in daily preshift.
  • Utilize property Service Recovery/Defect Tracking processes.
  • Report unsafe conditions and suspicious activity to Loss Prevention/Management.
  • Practice safety standards at all times and keep the property safe for guests and fellow associates.
  • Communicate properly and effectively with the guest, associates, and managers.
  • Effectively respond to and resolve guest complaints.
  • Promote teamwork and associate morale.
  • Adhere to all work rules, procedures, and policies established by the company.
Requirements
  • Must pass certification quiz/test for position.
  • None required.
Working Conditions

Lift, carry, or otherwise move up to 10 lbs. regularly. Lift, carry, or otherwise move up to 50 lbs occasionally with assistance. Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.

Benefits

Medical, Dental, and Vision Life Insurance Employee Assistance Program (EAP) 401(k) Vacation and Paid Time Off (PTO) Tuition Reimbursement Complimentary and Discounted Rooms

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