Guest Services Representative

2 weeks ago

Pflugerville, Texas, United States Sincere Hospitality Full time
Job Overview

Sincere Hospitality is currently seeking a Guest Services Representative

About Us

Sincere Hospitality is a newly established management firm committed to placing individuals at the forefront of our operations. We prioritize creating a culture of care, respect, and authentic hospitality that benefits our guests, team members, and the communities we engage with.

Your Profile

Are you naturally sincere? Do you recognize the significance of a memorable first impression? Do you take pleasure in bringing joy to others? If these traits resonate with you, this may be the rewarding position you have been searching for.

What We Offer

We take pride in providing competitive compensation along with the following benefits for both full-time and part-time staff:

  • Paid Time Off and Vacation
  • Discounted stays at affiliated properties
  • Holiday Pay for holidays worked
  • Birthday Pay: Enjoy a fully paid day off on your birthday
  • Bonuses for referrals

Role Summary

As a key member of our hotel team, the Guest Services Representative plays a crucial role in enhancing the guest experience. Your duties will include not only administrative responsibilities but also serving as the initial point of contact for guests, establishing the atmosphere for their visit. This role reports to the Front Desk Supervisor and General Manager.

Daily Responsibilities

The essential functions and responsibilities for this role encompass the following:

  1. Core Responsibilities
    • Warmly and professionally greet all guests, ensuring a quality check-in and check-out experience.
    • Handle sensitive information, including guest records, with utmost integrity.
    • Respond to and direct calls, emails, and in-person inquiries appropriately; accurately take guest messages.
    • Manage cash drawer contents and transactions during your shift.
    • Maintain and update accurate records using the hotel's systems, such as the Property Management System (PMS).
    • Address guest requests and complaints promptly and professionally, seeking solutions that align with hotel policies.
    • Ensure that common areas, entryways, and the lobby are clean, organized, and welcoming.
  2. Job Duties
    • Engage with guests courteously and helpfully, addressing inquiries and ensuring their needs are met.
    • Solicit feedback from guests to identify areas for improvement and relay positive comments to the team.
    • Execute check-in and check-out processes accurately and efficiently.
    • Manage reservations, cancellations, and room assignments to maximize occupancy.
    • Ensure accuracy in reservations and billing.
    • Keep up-to-date records on hotel systems (e.g., out-of-order rooms, guest requests).
    • Handle multiple tasks simultaneously, including guest interactions, phone calls, and administrative duties.
    • Maintain an organized and tidy front desk area, contributing to a positive guest impression.
    • Communicate effectively with housekeeping, maintenance, and other departments to ensure smooth operations.
    • Collaborate with team members to find solutions and prevent recurring issues.
    • Address and resolve guest concerns promptly and tactfully, seeking solutions that align with hotel policies.
    • Escalate complex issues to the appropriate supervisor or department when necessary.

Performance Evaluation

This job description also serves as a guide for performance evaluation and may be subject to change based on organizational needs.

Performance will be assessed based on:

  • Understanding and timely completion of essential functions and responsibilities and their impact on the organization.
  • Achievement of goals and problem-solving through resourcefulness and knowledge application.
  • Effective communication and fostering positive relationships with colleagues.
  • Attendance and punctuality as per the attendance policy.
  • Adherence to processes and procedures for documentation and communication of important information.
  • Guest Service Scores related to Loyalty Recognition, Overall Arrival Experience, and Overall Service.

Qualifications

  • High School Diploma or GED
  • Proficiency in Microsoft Office applications
  • Availability for morning and evening shifts
  • Willingness to work on weekends and holidays

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to stand for an entire shift or for extended periods; use hands to feel or handle and reach with hands and arms.
  • The employee is frequently required to walk, bend, sit, climb, or balance, kneel, crouch, or crawl, and talk or hear.
  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Disclaimer: This job description is not intended to be a comprehensive list. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. All other tasks must be performed as assigned or required.

Sincere Hospitality is an equal opportunity employer and values diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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