*About this job.
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*
Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience.
Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving.
The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.
*What you'll be doing.
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* Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
* Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
* Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
* Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
* Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
* Listen to guests and empathize with their challenges.
When necessary, solicit guest feedback and act on guests concerns.
* Always maintain professionalism consistent with hotel brand and company expectations.
* Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
* Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
* If applicable, maintain balance and security of house bank and accurately log all transactions.
*Requirements.
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*Experience & Education:*
* 1+ years of customer service experience, preferably in Hospitality or related industry
* High School diploma or equivalency education certificate required
*Communication:*
* Excellent verbal and written communication skills
* Must be able to speak, read, and write in primary language used in the workplace
*Physical:*
* 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
* Lift, lower, and maneuver up to 30 pounds occasionally
Job Type: Full-time
Pay: $15.
00 - $16.
00 per hour
Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Weekends as needed
Work setting:
* In-person
Experience:
* Opera PMS: 1 year (Required)
Work Location: In person
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