Hotel / GUEST SERVICE REPRESENTATIVE

Employer
Country Inn and Suites
Salary
Competitive
Posted
Apr 20, 2017
Closes
Apr 23, 2017
Role
Facilities
Job Type
Permanent
Hours
Full Time
Job Description

Location: Woodbury, MN

Full Time and Part Time

POSITION SUMMARY:

To ensure a comfortable, caring, and consistent stay by providing Country Inn guests with a warm welcome and providing efficient and effective front desk service in accordance with brand standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Receives and processes incoming guests
  • Ensure a delightful, seamless arrival and departure for our guests.
  • Greets guest and processes hotel registration and other transactions
  • Keeps current on hotel accommodations, services and local attractions
  • Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
  • Records resolutions to guest complaints on the "Make it Right" log
  • Works with other departments as appropriate to arrange for services requested by the guest
  • Stays current with developments in the hotel by reviewing and updating the communication log
  • Prepares end of shift summaries and communications for management and other shifts
  • Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
  • Makes reservations in accordance with hotel's yield management practices
  • Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
  • May be responsible for answering and fielding all calls to the hotel, both internal and external
  • Identifies and records special billing instructions and notifies Accounting
  • Obtains appropriate approvals and signatures for guest transactions
  • Follows hotel policy on cash banks
  • Maintains confidentiality of guest information
  • Aligns with the "Be Our Guest" service standards to build and reinforce skills that create a lasting service culture that provides caring, comfortable and consistent experiences.
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
  • Provides genuine hospitality and teamwork on an ongoing basis
  • Assumes the responsibility to notice when the guest is not satisfied and works to resolve
  • Performs other duties required to provide the service brand behavior and genuine hospitality

* REQUIREMENTS:

  • Ideal candidate will have a minimum of 1 to 2 years of hotel front desk experience, other hotel experience or experience in a customer service environment
  • Experience in Opera system preferential
  • Strong verbal, written and interpersonal skills
  • Works well independently or as part of a team
  • Strong attention to detail
  • Commitment to exceptional guest service
  • Ability to maintain a positive and professional attitude when handling all situations
  • Adhere to the policies and procedures of the hotel
  • Ability to work a flexible schedule including holidays and weekends
  • Working knowledge of computer and math skills.

PHYSICAL DEMANDS:

  • Ability to stand, stoop or bend for entire shift
  • Ability to lift up to 20 pounds