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Guest Service Representative

2 months ago

Harrisburg, Pennsylvania, United States Twin Tier Hospitality Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at the Holiday Inn Express Harrisburg East. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring a seamless and enjoyable stay.

Key Responsibilities
  • Handle guest registration and room assignments, accommodating special requests whenever possible.
  • Pre-register, block reservations, and take same-day reservations and future reservations following hotel rate structures, discounts, and sell strategies.
  • Handle guest check-ins and check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
  • Resolve customer complaints and assist customers with inquiries related to hotel services, in-house events, directions, local attractions, check cashing, safety boxes, and more.
  • Cancel room reservations according to procedures.
  • Walk customers to their rooms in a professional and courteous manner, if necessary.
  • Show guests to their rooms, assisting them with their luggage.
  • Explain hotel facilities, their location, hours of operation, and answer questions about these facilities and other hotel-related topics.
  • Check luggage for hotel guests, both for day and overnight stays.
Requirements
  • High school education or equivalent experience.
  • Three months to one full year of employment in a related position with this company or other organization(s).
  • Working knowledge of the Front Desk aspect of TTH services, policies, or operations and a general knowledge of the hotel.
  • Ability to operate computer equipment and the reservations system.
  • Ability to read and speak English; second language is preferred.
Working Conditions

This role requires continuous standing, walking, lifting, or pulling, 90-95% of the time. You will also be required to lift up to 60 lbs. and push or pull a minimum of 120 lbs. of various sizes of luggage, packages, coolers, and boxes.

This position is a full-time role, with an 8-hour shift, scheduled days and times may vary based on need.