Guest Service Representative

3 weeks ago

Livonia, United States Spire Hospitality Full time

Description

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If you are ready to take the next step in your hospitality career, consider joining the Embassy Suites Livonia team as a Guest Services Representative. 

We offer opportunities for professional growth with great compensation. Hotel experience is required.

Candidate must have both weekday and weekend availability. Full time or part time hours are available based on candidate availability and preference.

 

Job Overview:

Operate the hotel front desk including greeting and registering guests, providing prompt and courteous service in person and over the phone to ensure our guests have an exceptional stay.

Responsibilities:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Promptly answer the telephone using positive and clear English communication.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. 
  • Provide room keys and Hilton Honors welcome bags as appropriate. 
  • Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment.
  • Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications.
  • Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts. 
  • Ability to stand and move throughout the front office and continuously perform essential job functions. 
  • Ability to read, listen and communicate effectively in English, both verbally and in writing. 
  • Ability to access and accurately input information using a moderately complex computer system. 
  • Hearing and visual ability to observe and detect signs of emergency situations. 

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