Hotel Guest Service Representative

2 weeks ago


Birmingham, Alabama, United States Kana Hotel Group Full time
Primary Responsibilities

We are seeking a highly skilled and customer-focused Guest Service Representative to join our team at Embassy Suites Hoover. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable stay.

  • Greet guests and perform check-in/out procedures with a smile.
  • Follow all cash and credit card procedures required by hotel and brand standard.
  • Review credit limit exception report and obtain additional approval if necessary.
  • Check expected departures for today and clear checkouts or extend stays after check-out time.
  • Update housekeeping room status when received from housekeeping.
  • Balance departments from daily activity report at the end of shift.
  • Perform cashier shift change when cash is in balance.
  • Explain hotel promotional items to each guest checking in and provide them to guests who request them.
  • Mention various hotel amenities to guests during lags in phone or in-person conversations.
  • Respond promptly to any guest inquiries or complaints and offer alternate solutions if guest demands cannot be met.
  • Demonstrate commitment to servicing the guest by being hospitable and accommodating.
  • Document any guest accidents by completing the accident report form.
Education/Experience

We require a high school diploma or GED and one year of hospitality experience, including customer service experience and knowledge of cash and credit card procedures. Attention to detail and knowledge of the hotel layout, amenities, and procedures are essential.

We are an equal opportunity employer and welcome applications from diverse candidates. Our company provides a supportive and inclusive work environment, and we are committed to promoting from within. If you are passionate about delivering exceptional customer service and have a strong work ethic, we encourage you to apply for this exciting opportunity.



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