Guest Services Representative

Apply for the Guest Services Representative role at Hotel Equities
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$15.50/hr

Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Respond 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.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• 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.
• Be friendly, thorough, accurate and efficient in performing check‑ins.
• Be friendly, thorough, accurate and efficient in performing check‑outs.

• Assist guests with luggage upon their arrival to and departure from the hotel.
• Use the guests’ names.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake‑up calls, mail, and faxes properly.
• 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 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 open line of communications with each department.
• Respond positively to new ideas.
• 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 not limited to those contained in the associate handbook.
• Ensure all customers establish credit upon check‑in to improve timeliness of cash flow.
• Verify all information on reservations at check‑in; name, address, method of payment, etc.
• Retrieve proper name, address verification and proper approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with developments in the hotel by reviewing the communication log book each shift; update log book for next shift.
• Report potential sales contacts to the sales department while protecting guests’ room numbers.

• High School diploma / secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must possess basic computational and 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.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.

• Being passionate about people and service.
• Strong communication skills are…