We are looking for an attentive, engaging, and service-oriented Guest Service Representative to join our team. Guest Service Representatives are often the first in-person contact for hotel guests and support guests' realized and unrealized needs throughout the hospitality experience. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.
Responsibilities
- Greet guests and perform Longfellow Hotel check-in and out procedures
- Follow all cash and credit card procedures required by hotel and brand standard
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Check expected departures and clear check out
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Update housekeeping room status in system
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Explain any of the hotel’s promotional items, and mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations
- Respond promptly to any guests’ inquiries or complaints and offer alternate solutions if guest demand cannot be met
- Demonstrate commitment to servicing the guest by being hospitable and accommodating
- Document any guest accidents by completing the accident report form
- Coordinate with Valet for guests' needs for parking and car service
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High School diploma or GED preferred
- One year of hospitality experience required
- Customer service experience required
- Experience handling cash and credit card procedures
- Attention to detail
- Ability and flexibility to work various shifts including evenings, weekends, and holidays
