Hospitality Services Representative

2 weeks ago

Fairview Heights, Illinois, United States Hampton Inn Fairview Heights Full time

Compensation Type:
Hourly

Company Overview:
Hampton Inn Fairview Heights is a distinguished name in the hospitality sector, known for its commitment to excellence and innovation. Our properties are strategically located in key markets, providing a unique blend of comfort and convenience to our guests. We pride ourselves on delivering exceptional service and creating memorable experiences for all who stay with us.

Position Overview:
The Guest Services Agent plays a pivotal role in ensuring a welcoming and efficient experience for all guests. This position is responsible for providing attentive, courteous, and efficient service during check-in, throughout the guest's stay, and at checkout, while also maximizing room revenue and occupancy.

Key Responsibilities:

  • Warmly greet and welcome all guests at the Front Desk, adhering to our hospitality standards.
  • Ensure the smooth operation of the PBX console and uphold hotel standards.
  • Respond promptly to guest inquiries regarding hotel services, facilities, and operational hours.
  • Manage the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Review the Front Office log and Trace File on a daily basis.
  • Assist guests with inquiries about local dining, transportation, and entertainment options.
  • Adhere to cash handling and credit policies diligently.
  • Stay informed about rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and closed-out dates.
  • Gather necessary information for room reservations and follow the established rate-quoting procedures.
  • Possess knowledge of hospitality terminology and emergency procedures.
  • Facilitate check-ins and checkouts in a friendly and efficient manner.
  • Utilize proper communication etiquette when interacting with team members.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks on the shift checklist in a timely manner.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports as required.
  • Prepare individual paperwork for the closing of shifts according to hotel standards.
  • Promote and maintain guest programs and hotel promotions.
  • Keep the work area clean and organized.
  • Assist guests with safe deposit box inquiries.

Qualifications:

  • College coursework in a related field is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A High School diploma or equivalent is required.
  • Computer proficiency is necessary.
  • Experience in customer service is preferred.
  • Flexibility in scheduling and the ability to work long hours may be required.
  • Light physical work is involved, including lifting and moving objects.
  • Ability to stand for the duration of the shift.
  • Maintain a warm and friendly demeanor consistently.
  • Effective verbal and written communication skills are essential.
  • Ability to listen, understand, and clarify concerns raised by guests and team members.
  • Capable of multitasking and prioritizing departmental functions.
  • Approach all interactions with guests and employees in a courteous and service-oriented manner.
  • Attend all required meetings and training sessions.
  • Regular attendance in compliance with hotel standards is expected.
  • Maintain high standards of personal appearance and grooming.
  • Comply with hotel standards and regulations to ensure safe operations.
  • Maximize productivity and assist in problem-solving.
  • Handle issues proactively and effectively.
  • Understand and apply complex information from various sources.
  • Cross-train in other hotel-related areas as needed.
  • Maintain confidentiality of sensitive information.
  • Demonstrate initiative in anticipating guest and operational needs.
  • Perform additional duties as assigned by management.

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