Guest Services Representative - Residence Inn Akron, OH

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently Guest Service Representative for the Residence Inn Akron South/Green in Akron, Ohio. This position pays $16.50 per hour.

Responds in a professional and courteous manner to arriving, departing, and in‑house guests by providing accurate and timely information and services. Responds to telephone and in‑person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Accept payment for guests’ accounts at both registration and checkout.
• Promptly respond to and resolve guest complaints.
• Answer the telephone promptly and properly, being polite, courteous, and friendly.
• Be friendly, thorough, accurate, and efficient in taking reservations.
• Be friendly, thorough, accurate, and efficient in performing Check‑ins.
• Be friendly, thorough, accurate, and efficient in performing Check‑outs.
• Be knowledgeable and helpful about the local area, the hotel, and hotel service.
• Know of incoming VIPs and returning guests.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the Front Office Manager / General Manager.
• Be an enthusiastic, helpful, and positive member of the team.
• Be professional, responsible, and mature in conduct and behavior.
• Be understanding of, encouraging to, and friendly with all co‑workers.
• Be self‑motivated and use time wisely.
• Maintain an open line of communication with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
  
  Maintain effective communication through the use of tracking, passing on information, meetings, and email.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook.
• Safety and Security Skills.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re‑rents, and last rooms available.
• Have complete knowledge of hotel rooms.
• Increases revenues by offering customers upgraded rooms.
• Ensure all customers establish credit upon check‑in.
• Verifies all information on reservations check‑in: name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates the log book for the next shift.

High School diploma / Secondary qualification or equivalent.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; general knowledge of the city where the hotel is located and its attractions.
• Must be able to stand and exert well‑paced mobility for up to 4 hours in length. The length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well‑paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability, and visual acuity.
• Talking and hearing occur continuously in the process of…