Guest Services Specialist, Engagement

1 month ago

Waldorf, Maryland, United States Hampton Inn Waldorf Full time
Job Description

We are seeking a skilled Guest Services Specialist to join our team at Hampton Inn Waldorf. As a key member of our hotel staff, you will be responsible for delivering exceptional guest service and ensuring a seamless experience for our guests.

Key Responsibilities:

  • Guest Interaction: Provide outstanding service during check-ins, check-outs, and throughout the guests' stay. Ensure all guest interactions are handled professionally, with warmth and hospitality.
  • Proactive Service: Actively engage with guests, anticipating their needs and proactively solving problems to ensure their comfort and satisfaction throughout their stay. Be attentive to cues, advance requests, and previous stay history to personalize the guest experience.
  • Cross-Department Collaboration: Maintain clear and effective communication with Housekeeping, Maintenance, Food and Beverage, and other hotel service teams to address guest needs promptly. Be willing to assist in various areas of the hotel to ensure seamless service.
  • Issue Resolution: Provide immediate assistance for any guest requests, room requirements, or inquiries, ensuring a comfortable and enjoyable stay. Never let "That's not my job" be an answer.
  • Performance Monitoring: Review performance metrics like guest satisfaction scores and check-in/check-out times to identify and implement improvements.
  • Feedback Analysis: Analyze guest feedback related to Guest Services and collaborate with management to enhance the guest experience.
  • Audit & Reporting: Generate and review weekly audit reports, including room occupancy rates, reservation accuracy, and guest billing discrepancies, ensuring adherence to hotel standards and accounting practices.
  • Inventory Management: Regularly check and manage the inventory of front desk supplies such as key cards, stationery, and informational brochures to ensure smooth operations.
  • Loyalty Program Promotion: Inform guests about the benefits of our brand's loyalty program and encourage non-members to enroll to enhance their overall experience.
  • Ongoing Learning: Engage in continuous training to stay updated on hotel policies, new software tools, and customer service enhancements.

What We're Looking For:

  • Guest-Centric Mindset: A proactive focus on anticipating guest needs and delivering memorable experiences with enthusiasm and attention to detail.
  • Proactive Problem Solver: Someone who anticipates guest needs and takes action to resolve potential issues before they impact the guest experience.
  • Commitment to Excellence: A dedication to maintaining the highest standards in guest service and operational efficiency.
  • Flexibility: An adaptable approach that goes beyond traditional Guest Services boundaries, with the willingness to assist in various areas of the hotel and adjust to guest needs, shifting priorities, and dynamic situations.
  • Resilience: The ability to stay composed and focused in a fast-paced environment, maintaining excellent service standards under pressure.
  • Patience: A calm and patient demeanor, especially when addressing guest concerns, ensuring every interaction is handled with care and professionalism.
  • Positive Attitude: A warm, approachable, and optimistic attitude that contributes to creating a welcoming and pleasant atmosphere for guests and colleagues alike.

Why You'll Love Working With Us:

  • Competitive Salary: We offer a competitive salary that reflects your skills, experience, and contributions to our success.
  • Discounted Hotel Rates: Enjoy discounted rates at our partner hotel brands, making personal travel more affordable and enjoyable.
  • PTO and Holiday Benefits: Full-time employees enjoy 1 week of paid time off, plus a floating holiday if they work on any of our 8 core holidays. Part-time employees receive 1.5x their hourly rate for holiday pay, ensuring everyone is rewarded for their dedication during the holidays.

Join Our Team:

At Hampton Inn Waldorf, we are committed to fostering a diverse and inclusive work environment that values and celebrates all team members' unique backgrounds, perspectives, and talents. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or other protected characteristics.

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