Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Fairfield Inn Downtown Lubbock, Texas.
Job Purpose:
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 reassure guests they’ve made the right choice to stay with us.
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Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
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Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
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Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
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Promptly respond to and resolve guest complaints
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Answer telephone promptly and properly being polite, courteous, and friendly
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Be friendly, thorough, accurate and efficient in taking reservations
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Be friendly, thorough, accurate and efficient in performing Check-ins
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Be friendly, thorough, accurate and efficient in performing Check-outs
(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
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Assist guests with luggage upon their arrival to and departure from the hotel
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Use the guests’ names
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Be knowledgeable and helpful about the local area, the hotel and hotel services
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Handle messages, wake-up calls, mail, and faxes properly
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Assist guests’ with laundry/dry cleaning needs
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Know of incoming VIPs
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Follow all applicable Company Standard Operating Procedures.
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Perform other assignments as directed by the General Manger.
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Be an enthusiastic, helpful and positive member of the team
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Be professional, responsible and mature in conduct and behavior
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Be understanding of, encouraging to and friendly with all co-workers
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Be self-motivated and use time wisely
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Maintain open line of communications with each department
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Communicate pertinent information
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Respond positively to new ideas
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Openly accept critical/developmental feedback
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Maintain effective communication through the use of meetings, log books and bulletins
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Be available to help other departments in emergency situations
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Adhere to all work rules, procedures and policies established by the company including, but not
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limited to those contained in the associate handbook.
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Safety and Security Skills
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Properly handle and account for keys
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Be knowledgeable of policies regarding emergency procedures and security concerns
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Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
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Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
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Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
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Have full understanding of franchise honors program
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Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
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Verifies all information on reservations check-in; name, address, method of payment, etc.
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Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
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Identifies and records special billing instructions and notifies accounting
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Completes shift closing accurately by getting appropriate approval signatures and authorization codes
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Adheres to hotel policies regarding the use of cash banks
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Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
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Report potential sales contacts to the sales department protection of guests’ room numbers.
Qualifications and Requirements:
High School diploma /Secondary qualification or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
This job requires the ability to perform the following:
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Must be able to speak, read, write and understand the primary language(s) used in the workplace.
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Must be able to read and write to facilitate the communication process.
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Requires good communication skills, both verbal and written.
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Must possess basic computational ability.
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Must possess basic computer skills.
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Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
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Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
environmental systems.
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Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
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Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
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Must be able to lift up to 15 lbs occasionally.
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Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
listening and hearing ability and visual acuity.
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Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
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Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
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Ability to spend extended lengths of time viewing a computer screen.
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Requires manual dexterity to use and operate all necessary equipment.
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Must have finger dexterity to be able to operate office equipment
Other:
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Being passionate about people and service.
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Strong communication skills are essential when interacting with guests and employees.
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Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
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Basic math skills are used frequently when handling cash or credit.
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Problem-solving, reasoning, motivating, and training abilities are often used.
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Have the ability to work a flexible schedule including nights, weekends and/or holidays
Amazing Benefits At A Glance:
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$14 - $15.00 per hour
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Team Driven and Values Based Culture
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Medical/Dental/Vision
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Vacation & Holiday Pay
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Same-day pay available
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Employee Assistance Program
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Career Growth Opportunities/ Manager Training Program
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Reduced Room Rates throughout the portfolio
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Third Party Perks (Movie Tickets, Attractions, Other)
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401(k)
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Employee assistance program
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Employee discount
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Flexible schedule
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Flexible spending account
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Life insurance
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Parental leave
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Referral program
