Hospitality Service Representative
1 week ago
ABOUT THE YARROW GROUP
The Yarrow Group is a distinguished collection of uniquely branded hotels dedicated to delivering exceptional hospitalityTM. We view each day as a chance to enhance the experiences of our employees, guests, and the communities we serve. Our core vision, mission, values, and commitments guide every decision we make and every individual we bring on board. We foster a collaborative environment free from egos, where a diverse team builds strong relationships based on trust and respect for our employees, guests, and stakeholders.
OUR CORE VALUES
We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We Have Fun
ROLE SUMMARY
As a Hospitality Service Representative, you will play a crucial role in the Front Desk operations, ensuring outstanding customer service is delivered at all times. Your commitment to maintaining high standards in both internal and external service is essential, as is your alignment with the Marriott Brand service culture. You will collaborate closely with the Front Desk, Concierge, and Guest Experience teams to enhance the overall guest experience by meeting and exceeding all service standards.
- Adhere to safety and emergency protocols, policies, and procedures.
- Efficiently manage essential functions such as reservations, check-ins, check-outs, billing, and handling guest requests.
- Welcome guests warmly and provide accurate information regarding hotel services and amenities.
- Facilitate the registration process, ensuring all guest information is accurately recorded and communicated.
- Maintain adherence to brand and service standards while addressing guest concerns promptly and effectively.
- Respond to telephone and email inquiries, ensuring all guest needs are documented and communicated.
- Monitor guest accounts and ensure accurate billing for services rendered.
- Utilize Property Management Systems (OPERA) and other relevant software proficiently.
- Complete all assigned checklists and reports accurately and on time.
- Manage lost and found operations, ensuring proper documentation and follow-up.
- Exhibit a professional demeanor and adhere to dress code standards at all times.
- Maintain an organized and tidy workstation and lobby area.
- Assist in various departments as needed to support overall operations.
QUALIFICATIONS
- At least one year of experience in front desk or customer service roles, preferably with OPERA and Marriott systems.
- Strong background in customer service with excellent communication skills.
- Proven ability to resolve guest issues effectively and efficiently.
- Familiarity with daily hotel operations and systems.
- Proficient in English, both written and spoken.
- Strong mathematical skills.
- Ability to handle challenging customer interactions with patience and diplomacy.
- Capability to work independently and manage time effectively.
EMPLOYEE BENEFITS
- Comprehensive Health Care Plan (Medical, Dental & Vision)
- Retirement Savings Plan (401k, IRA)
- Life Insurance Options (Basic, Voluntary & AD&D)
- Generous Paid Time Off (Vacation, Sick & Public Holidays)
- Short and Long Term Disability Coverage
- Opportunities for Training & Development
- Access to Wellness Resources
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