Guest Services Representative - Tulsa Club Hotel - Tulsa, OK

Guest Services Representative – Tulsa Club Hotel – Tulsa, OK

Hotel Equities, a multi‑award‑winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Tulsa Club Hotel in Tulsa, OK.

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 reassures 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 the "preferred" guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and ntain a house bank, make deposits, and provide accurate reports 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 while 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.
• Operate or assist with shuttle or transportation service in a timely and courteous manner.
• Assist guests with luggage upon their arrival and departure from the hotel.
• Use 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, encouraging to and friendly with all coworkers.
• Be self‑motivated and use time wisely.
• Maintain an open line of communications with each department.
• Communicate pertinent information.
• 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 those contained in the associate handbook.
• 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 available rooms.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check‑in. Improve timeliness of cash flow by adhering to established credit and inventory control procedures:
• Verify all information on reservations at check‑in; name, address, method of payment, etc.
• Retrieve proper name and 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 obtaining 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,…