Guest Services Representative -DoubleTree by Hilton Billings, MT

Guest Services Representative
-Double Tree by Hilton Billings, MT

Hotel Equities Billings, Montana, United States

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Representative
for the Double Tree by Hilton in Billings, Montana.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate andtimely 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 both at the time of registration and ntain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations, performing Check-ins, and performing Check-outs
• (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
• Assist guests with luggage upon their arrival to and departure from the hotel
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Assist guests’ with laundry/dry cleaning needs
• Know of incoming VIPs
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manger.
• 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
• Communicate professionally and effectively with guests, other team members, departments and leadership
• Respond positively to new ideas and openly accept critical/developmental feedback
• Maintain effective communication through the use of meetings, log books and bulletins
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures and policies established by the company including, but notmlimited to those contained in the associate handbook.
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Have full understanding of franchise honors program and promote the guest program and provide recognition and benefits to all current members.
• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
• 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 log book for next shift
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• 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 hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel…