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Guest Services Representative

2 months ago

West Monroe, Louisiana, United States MCR Hotels Full time
Position Overview

The Guest Services Representative at MCR Hotels plays a pivotal role in ensuring a memorable experience for our guests by overseeing the customer-facing administrative functions of the hotel.

Key Responsibilities:

  • Delivering attentive, courteous, and efficient service to all guests before and during their stay, while optimizing room revenue and occupancy rates.
  • Managing the telephone switchboard effectively.
  • Addressing guest inquiries regarding hotel services, facilities, and operational hours.
  • Fostering strong communication and teamwork with colleagues and other departments.
  • Responding promptly and professionally to guest requests.
  • Maintaining confidentiality and security of guest and hotel information.
  • Documenting all guest requests, complaints, or issues immediately and notifying the appropriate department for resolution.
  • Following up to ensure issues are resolved and guests are satisfied.
  • Staying informed about all rates, packages, and special promotions.
  • Being knowledgeable about in-house groups and high-demand dates.
  • Accurately processing room reservations and following the rate quoting procedures.
  • Utilizing the front desk computer system proficiently.
  • Logging and delivering packages, mail, and messages.
  • Sharing insights about the property, amenities, local attractions, and events.
  • Completing the check-in and check-out processes accurately.
  • Employing creative reasoning and brand-standard service tools to address guest concerns and ensure satisfaction.
  • Restocking front desk supplies as needed.
  • Following checklists and performing additional duties as assigned.

Minimum Qualifications:

  • Positive attitude and eagerness to learn.
  • Ability to multitask and pay attention to detail.
  • Problem-solving skills to effectively assist both internal and external customers.
  • Basic English verbal and written communication skills.
  • Ability to thrive in high-pressure situations.
  • Basic math skills.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Proficiency in Windows operating systems and standard office software.
  • Clear communication of information and ideas.
  • Desire to provide excellent service to all guests.
  • Compliance with legal age requirements for serving alcoholic beverages.

Preferred Qualifications:

  • Experience in the hospitality industry or a related field.
  • Familiarity with brand standards and practices.

About MCR Hotels

MCR is the third-largest hotel owner-operator in the United States, with a diverse portfolio of premium-branded hotels. Our company is dedicated to providing exceptional guest experiences and fostering a supportive work environment for our team members. We offer various benefits, including hotel discounts, weekly pay, paid time off, retirement options, and health insurance for eligible employees. Join us in creating memorable experiences for our guests