Guest Service Representative

Guest Service Representative – Vision Hospitality Group, Inc.

Join to apply for the Guest Service Representative role at Vision Hospitality Group, Inc.

Vision Hospitality Group, Inc. is an equal opportunity/AA/Disability/Veteran employer. We celebrate diversity and are committed to creating an equitable and inclusive environment for all associates. We do not discriminate and believe everybody should be proud of who they are, represent their culture and heritage, and live by the Golden Rule.

Guest Service Representatives consistently deliver outstanding customer service to each guest, uphold the highest standards, and exceed guest expectations through the check-in/check-out process, in person during the stay, and via telephone communications. The role acts as the communication and information center for guests, fellow employees, vendors, and other outside business representatives. It includes clerical duties such as basic computer work, reception, and simple accounting tasks.

The person in this role should be ready to support teams as needed and live the ONE TEAM. ONE VISION. philosophy, while aligning with our mission to be the best, most respected hotel company in America.

• Provide personalized, friendly service to every guest and associate
• Complete all required training and adhere to standard operating procedures and property brand standards
• Perform duties as requested by management to aid in the operation of the hotel and service to guests
• Promote and engage in internal growth programs and continuously exemplify the culture
• Meet/exceed company goals and three metrics
• Have knowledge of hotel systems (PBX, key card, PMS reservation systems) and general office equipment
• Complete all tasks described on the shift check list during the shift
• Understand fire alarm system and emergency/evacuation procedures
• Check guest account credit daily and follow up as needed
• Be knowledgeable about surrounding area
• Ensure security of guests, fellow employees, and hotel assets
• Keep cash drawer secure and in balance during the shift
• Coordinate with housekeeping to ensure ample supply of clean rooms
• Sell and upsell rooms to walk-ins and phone reservations
• Have general knowledge of housekeeping, bed making, vacuuming, etc.
• Aim for 100% occupancy and 100% guest satisfaction
• Maintain professional telephone and communication skills
• Demonstrate patience and understanding for every person encountered

• Maintain confidentiality of company information, including financial status, guest information, and employee issues
• Be responsible for security of guests, fellow employees, and hotel assets
• Know fire alarm system and evacuation procedures
• Be able to report to scheduled shifts and communicate effectively in writing, by telephone, and in person
• Work a flexible schedule
• Be organized, honest, and collaborative
• Maintain a clean and attractive work area, uniform, and personal appearance; uphold high integrity and the Golden Rule
• Work well with people from diverse cultures and backgrounds
• Value dedication, innovation, respect, excellence, community focus, and service
• Ability to bend, reach, kneel, push, lift and/or carry up to 25 pounds
• Ability to work 8 hours in a restricted space/environment and to use arms for up to 8 hours
• Must have clear speaking voice, adequate hearing, and English proficiency
• Ability to operate computer systems and perform guest-related tasks with minimal supervision

• Paid Time Off
• Optional Health, Wellness and Care benefits
• Health Reimbursement Program
• Flexible Spending Account
• Stay Discounts
• Optional Company paid Life Insurance
• 401(k) and 401(k) matching
• Employee Assistance Program
• Voluntary and Supplemental Insurance Options
• Selected Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industry: Hospitality