Guest Service Agent

Thank you for your interest in the Home2 Suites by Hilton Rochester/Greece!

Some of the benefits you will find working for Springwood Hospitality:

Annual Retention Bonus, up to $1,000
401K with employer matching contribution
Multiple team member 'thank yous' throughout the year, centered around holidays and special events
Compensation starting at $17.25 an hour

Who We Are:

The Home2 Suites is a Hilton branded hotel with 119 suite guest rooms. Our guests are able to enjoy our fitness center and complimentary breakfast each morning.

Why Do We Do It:
The work that you do will be remembered for generations to come and thus we are in more than the hotel business; we are in the business of making a long-lasting impression on both business travelers and families that will want to return.

Our work here has meaning. You are here to improve the lives of your fellow team members, guests, owners, and our community. Every day you can improve lives in your own, unique way and we strive to do the same for you, but it all starts with you!

Why We Are Different:
At Springwood Hospitality, we are focused on ensuring proper training not only for professional growth, but for personal development. We embody the Springwood Essentials in our daily work routine as well as utilize these same Essentials in our everyday life.

We look for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

Apply Today!

Position Title:

Guest Service Representative

Immediate Supervisor:
Guest Service Manager or Assistant GM

Major Function:

• Represents the hotel to the guest through the guest's stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assure the guests receive a safe and secure place to stay with friendly, attentive service ensuring the guests have a pleasant stay and a smooth checkout.

Essential Functions:

• Provide the highest quality of service to the guest at all times. Anticipate the guest's needs and exceed their expectations.
• Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests.
• Assists guests efficiently, courteously and professionally in all service related functions to maintain property's high standard of service and hospitality.
• Greet and register guests and provide room assignments accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations. Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel.
• Act as a liaison between management and guests. Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction.
• Handle guest check-ins and check-outs efficiently, friendly and professional manner.
• Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered.
• Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and company's "walk" policy.
• Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift. Check all credit cards to ensure they are valid. Communicate with incoming shift associates by logging pertinent information in the pass on log.
• Develop a thorough knowledge of the accounting system particularly how to handle guests being Direct Billed.
• Develop a thorough knowledge of property management system.
• Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by brand.
• Have knowledge of hotel property, hotel staff, and hotel services with hours of operations; room locations, types of rooms, and room selling strategies; hotel rates and discounts and how to handle each; hotel credit and check cashing policies and procedures.
• Answer inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions.
• Maintain guest privacy. Never announce guest room numbers. Never transfer calls to a room without the caller identifying the name of the person in that room.
• Keep the Front Desk area neat, clean, and free of safety hazards. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
• Maintains proper key control for the property. This would include internal keys and guest keys. Never give an additional key to a guest without first checking their identification.
• Assist in maintaining public areas of the hotel in a clean and orderly condition.
• Receive and transmit mail, phone, and written messages for guests. Responsible for proper telephone etiquette.
• Assist in Food and…