Guest Service Representative

2 days ago

Florence, South Carolina, United States Strand Hospitality Services Full time
Job Summary

The Guest Service Representative is responsible for providing exceptional customer service to hotel guests, responding to their requests and needs in a timely and courteous manner. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment.

Key Responsibilities
  • Provide excellent customer service to guests, responding to their requests and needs in a timely and courteous manner.
  • Answer incoming telephone calls professionally and respond to guest inquiries.
  • Make reservations or modify reservations as needed.
  • Follow hotel and brand standards related to guest interactions and reward programs.
  • Coordinate check-in and check-out procedures with multiple guests in line in a courteous and efficient manner.
  • Maintain guest privacy and safety by not sharing information about guests with unauthorized individuals.
  • Document information regarding guest or room information in the front desk notebook for future shifts.
  • Assist sales team with pre-registration and blocking of rooms for groups.
  • Adhere to proper credit, check cashing, and cash-handling policies and procedures.
  • Track room status to ensure guests are assigned to vacant ready rooms.
  • Share correct information regarding rooms, amenities, and hotel rules.
  • Use suggestive selling techniques to sell rooms and promote other hotel services.
  • Coordinate 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.
  • Process mail, packages, and message handling with care to provide accurate information to guests or management promptly.
  • Attend department meetings and communicate with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
  • Follow all safety and emergency procedures and be aware of accident prevention policies.
  • Complete duties and confirm on shift checklist as assigned.
Requirements
  • Hotel Guest Services Experience Preferred
  • Customer Service Experience Required
  • 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
  • Guest Satisfaction
  • Strong Communicator/Listener
  • Problem Solver
  • Friendliness/Helpfulness
  • Coachability
Work Environment

The Guest Service Representative will work in a fast-paced hotel environment, requiring prolonged periods of standing at the guest services desk, frequent walking, and frequent squatting, kneeling, bending down, forward and trunk rotation while standing. The role may also require frequent stair climbing, reaching above and below shoulders, and pushing and pulling. The ability to frequently adjust focus and use close, peripheral, and depth/distance vision is also required. The role may involve 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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