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Hospitality Service Representative
2 months ago
The Hospitality Service Representative (HSR) plays a crucial role in delivering exceptional experiences that align with the vision and overall success of the hotel. This position focuses on achieving performance targets related to front desk operations while supporting the Operations Manager. The HSR is the primary contact for Front Desk technology systems and guest relations during their shift, embodying the brand's values as guests arrive at the hotel.
Key Responsibilities
• Uphold the commitment to outstanding service in all interactions with guests and clients, adhering to the Sonesta G.U.E.S.T. standards.
• Check in guests, issue room keys, and provide comprehensive information about hotel amenities and room locations. Respond to phone inquiries promptly and courteously.
• Process all cash and credit card transactions accurately, following established protocols for posting charges, completing cashier reports, preparing deposits, and securing assigned funds.
• Ensure the security of cash, credit card transactions, and guest information at all times.
• Manage guest reservations for individuals and groups, including processing cancellations and updates. Proactively upsell rooms to maximize revenue opportunities.
• Adhere to the seasonal demand reservation strategy as communicated by hotel management regarding room types and pricing.
• Foster teamwork and high-quality service through effective communication and collaboration with other shifts and departmental management.
• Oversee the shoppe and pour services, ensuring guests receive the products and services offered by the hotel while complying with local laws regarding alcohol sales.
• Fulfill special guest requests and ensure the delivery of exceptional guest services.
• Manage guest safe-deposit boxes, ensuring proper control and release procedures.
• Comply with all federal, state, and local regulations regarding health, safety, and alcohol service.
• Perform additional duties as assigned.
Qualifications
• High School diploma or equivalent required.
• A minimum of one year of experience in the hotel industry or retail customer service preferred.
• Experience in the extended stay sector is advantageous.
• Proficiency in spoken and written English; additional languages are a plus.
• Strong verbal and written communication skills.
• Basic mathematical skills, including budgeting and profit/loss concepts, are preferred.
• Problem-solving, organizational, and training skills are desirable.
• Familiarity with Microsoft Office and Opera systems is preferred.
• Willingness to obtain ServSafe and TIPS certifications as required.
• Valid driver's license is necessary.
• Ability to stand, bend, climb, kneel, and move throughout the facility frequently.
• Capability to lift or pull items weighing up to 50 pounds.
• Must be available to work mornings, evenings, weekends, and holidays.
