Guest Services Representative

1 week ago

Montgomery, Alabama, United States Holiday Inn Express and Suites, MontgomeryEastchase - RAM Hotels Full time
About Us

Holiday Inn Express and Suites, Montgomery/Eastchase - RAM Hotels is a progressive and innovative hotel management organization. We have established ourselves as a key player in the hospitality sector, focusing on delivering exceptional service to our guests. By becoming part of our team, you are not just taking a job; you are becoming a valued member of the RAM Hotels family.

POSITION: Front Desk Clerk

ROLE OVERVIEW

Are you someone who enjoys welcoming guests and creating memorable experiences? As a Front Desk Clerk, you will play a crucial role in ensuring that our guests feel valued and well taken care of. Your responsibilities will include managing the check-in and check-out processes while providing outstanding customer service. You will also assist guests with inquiries and resolve any issues they may encounter during their stay.

KEY RESPONSIBILITIES
  • Act as a concierge for guests, which may involve making dining reservations, providing directions, and recommending local attractions; become well-acquainted with the hotel layout, room types, rates, and available services.
  • Review guest reservations and assist them in making informed choices; utilize suggestive selling techniques to promote rooms and additional services.
  • Facilitate guest registration, assign rooms, generate secure room keys, and accommodate special requests; assist with pre-registration and manage reservations effectively.
  • Verify payment methods and adhere to established credit-check protocols; manage guest accounts accurately and follow procedures for handling cash and safe deposit boxes.
  • Input guest data into the Property Management System (PMS) and ensure the front desk area is tidy and welcoming; manage Suite Shop purchases and maintain accurate logs.
  • Collaborate with housekeeping to ensure room status is updated and communicate any special requests or maintenance needs.
  • Adapt to changing business demands and attend departmental meetings to stay informed about daily operations.
  • Report any unusual occurrences to management and understand all safety and emergency protocols.
  • Perform additional tasks as necessary to enhance guest satisfaction.
PROFESSIONAL QUALIFICATIONS

• High school diploma or equivalent with at least one year of relevant experience in customer service or the hospitality industry.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

• Experience in data entry and database management.

• Strong telephone etiquette skills.

INDUSTRY EXPERIENCE

• Familiarity with the hospitality industry is preferred.

• Previous experience in a guest services role is advantageous.

• Bilingual communication skills are a plus.

ESSENTIAL SKILLS

• Proficient with front office equipment.

• Flexibility to work varied schedules.

• Excellent written and verbal communication skills.

• Strong organizational abilities.

• Capability to perform repetitive tasks and maintain physical stamina throughout shifts.

• Ability to lift items weighing up to 40 lbs.

CORE COMPETENCIES
  • Ability to manage and resolve challenging situations while maintaining composure.
  • Engage guests in meaningful conversations and promptly address any concerns.
  • Exhibit a proactive approach to anticipating guest needs and providing exceptional service.
  • Represent the hotel positively and embrace a diverse and inclusive environment.
BENEFITS

At RAM Hotels, we are committed to providing our employees with a balanced work-life experience. We offer competitive health benefits, vacation time, and opportunities for professional growth. Join us in delivering outstanding hospitality and creating lasting memories for our guests.

RAM Hotels is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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