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Guest Services Representative

2 months ago

Bismarck North Dakota, United States Fairfield Bismarck South Full time

Job Overview:
Guest Services Representatives play a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and finalizing their accounts upon departure.

Key Responsibilities:
- Welcoming guests and managing the registration process.
- Handling reservations and modifications.
- Performing hotel operator and concierge duties.

Delivering attentive, courteous, and efficient service to all guests before their arrival and during their stay, while maximizing room revenue and occupancy.


Qualifications:
- High School diploma or equivalent is required; college coursework in a related field is advantageous.
- Previous experience in hospitality or a related field is preferred.
- A positive and enthusiastic personality with a commitment to providing outstanding customer service.


- Ability to multi-task, pay attention to detail, and effectively solve problems to address the needs of both internal and external customers.

- Clear communication skills are essential.
- Quick and accurate decision-making abilities.
- Capability to perform well under pressure.
- Proficient in addressing workplace challenges, including anticipating, preventing, identifying, and resolving issues as necessary.
- Strong listening skills to understand and clarify concerns raised by guests and colleagues.
- Basic financial literacy and arithmetic skills.
- Competence in performing numerical operations such as counting, adding, subtracting, multiplying, and dividing.
- Ability to read, comprehend, and write simple instructions and correspondence.
- Logical reasoning skills to define problems, gather information, establish facts, draw valid conclusions, and navigate unfamiliar situations.
- Familiarity with Microsoft Office Suite is required.
- Willingness to work a flexible schedule, including evenings, nights, weekends, and holidays.
- Understanding of hotel products and guest services (e.g., lifestyle, full-service, resort, etc.).
- Ability to contribute to a positive work environment.

Responsibilities:
- Approach all interactions with guests and colleagues in a friendly, service-oriented manner.


- Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag as per brand standards.


- Adhere to attendance standards in compliance with company policies, which may vary based on hotel needs.

- Comply with all company policies, standards, and regulations to promote safe and efficient hotel operations.


- Greet and welcome all guests at the Front Desk according to company standards, maintaining a friendly and warm demeanor.

- Ensure proper operation of the telephone switchboard, meeting all performance standards.

- Efficiently handle requests for information, mail, and messages.

- Respond to guest inquiries regarding hotel services, facilities, and hours of operation.

- Provide information about local restaurants, transportation, entertainment, etc.

- Foster good communication and teamwork with fellow associates and other hotel departments.


- Stay informed about all rates, packages, and special promotions; be aware of in-house groups and restricted dates.

- Collect all necessary information when processing room reservations and follow the rate quoting procedure.

- Be knowledgeable about company policies and house rules, as well as hospitality terminology.

- Assist in emergency procedures as required.

- Conduct check-ins and check-outs in a friendly, efficient, and courteous manner.

- Fully understand and operate all relevant aspects of the Front Desk computer system.

- Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms as needed.

- Use proper two-way radio etiquette when communicating with other associates.

- Deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members as needed.


- Maintain an up-to-date knowledge of all property amenities, special events, local attractions, and activities available in the area.

- Perform additional duties as assigned, which may include assisting coworkers in other areas of the hotel, maintaining a clean and organized workspace, and ensuring overall cleanliness and safety throughout the hotel and grounds.

Company Overview:


As a leader in third-party hotel management, our expanding portfolio includes over 1,550 hotels across all 50 states and 22 countries, featuring top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels.

Our associates worldwide are dedicated to serving our guests and achieving exceptional results, thriving in a culture that inspires everyone to excel.



Benefits:
After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

- Daily Pay options available.
- Medical, Dental, and Vision Coverage.
- Short-Term and Long-Term Disability Income.
- Term Life and AD&D Insurance.
- Paid Time Off.
- Employee Assistance Program.
- 401k Retirement Plan.