Guest Services Representative

1 week ago

Nottingham Maryland, United States Residence Inn Baltimore White Marsh Full time

Job Overview:
Guest Services Representatives play a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and managing the settlement of accounts upon departure.

Key Responsibilities:
1. Welcome guests and facilitate the registration process, including making and adjusting reservations.
2. Perform hotel operator and concierge duties, providing information and assistance as needed.
3. Deliver attentive, courteous, and efficient service to all guests before and during their stay, while maximizing room revenue and occupancy rates.

Qualifications:
- High School diploma or equivalent is required; coursework in a related field is advantageous.
- Previous experience in hospitality or a related industry is preferred.
- A positive and enthusiastic demeanor with a commitment to providing outstanding customer service.
- Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
- Strong communication skills to convey information clearly and accurately.
- Quick decision-making abilities to evaluate and choose the best course of action.
- Capability to work well under pressure in a fast-paced environment.
- Proficient in handling workplace challenges, including anticipating and resolving issues.
- Active listening skills to understand and clarify concerns raised by guests and colleagues.
- Basic financial literacy and arithmetic skills for handling transactions.
- Competence in reading, comprehending, and drafting simple instructions and correspondence.
- Logical reasoning skills to identify problems, gather information, and draw valid conclusions.
- Familiarity with Microsoft Office Suite is beneficial.
- Flexibility to work varied schedules, including evenings, weekends, and holidays.
- Understanding of hotel services and guest amenities.
- Ability to contribute to a positive work atmosphere.

Core Duties:
- Approach all interactions with guests and team members in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, adhering to uniform guidelines.
- Ensure regular attendance as per the scheduling needs of the hotel.
- Comply with all company policies and procedures to promote safe and efficient operations.
- Greet and assist all guests at the Front Desk, maintaining a warm and welcoming demeanor.
- Operate the telephone switchboard efficiently, meeting performance standards.
- Handle requests for information, mail, and messages courteously and efficiently.
- Provide guests with information about hotel services, facilities, and hours of operation.
- Be knowledgeable about local attractions, restaurants, and entertainment options.
- Maintain effective communication and teamwork with colleagues across departments.
- Stay informed about rates, packages, and special promotions.
- Process room reservations accurately and follow established procedures.
- Familiarize yourself with hotel policies and emergency procedures.
- Conduct check-ins and check-outs efficiently and courteously.
- Operate the Front Desk computer system proficiently.
- Manage the logging and delivery of packages, mail, and messages for guests.
- Use proper radio etiquette when communicating with team members.
- Deliver requested items to guests, such as luggage or amenities.
- Stay updated on property amenities and local events.
- Perform additional duties as assigned, contributing to overall hotel cleanliness and safety.

Company Overview:
As a leader in third-party hotel management, our expanding portfolio includes over 1,550 hotels across the United States and internationally. We pride ourselves on delivering exceptional service and results, fostering a culture where our associates are inspired to excel. Join us in creating memorable experiences for our guests.

Benefits:
Eligible full-time employees enjoy a competitive benefits package, including:
- Daily Pay options available.
- Comprehensive Medical, Dental, and Vision coverage.
- Short-Term and Long-Term Disability Income.
- Life Insurance and AD&D coverage.
- Paid Time Off.
- Employee Assistance Program.
- 401k Retirement Plan.

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