Front Desk Guest Service Representative

Red Roof Inn; Ann Arbor (MI); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team at a leading economy hotel brand as a Front Desk Guest Service Representative. In this role, you'll be the welcoming face for guests, ensuring their needs are met with a smile and providing exceptional service that aligns with the company's Hassle-Free Guarantee. You'll manage reservations, handle guest inquiries, and work closely with the hotel team to maintain a smooth operation. This position is perfect for those who thrive in a fast-paced environment and enjoy interacting with people. If you're looking for a rewarding opportunity in hospitality, this is the place for you!

Qualifications

• 1-2 years in a customer service role is required.
• Must have basic office skills and maintain a professional appearance.

Responsibilities

• Welcome guests and perform guest-related services with a friendly attitude.
• Handle reservations, check-ins/outs, and manage guest accounting.

Skills

Customer Service

Basic Office Skills

Cash Handling

Computer Skills

Communication Skills

Education

High School Diploma

Equivalent Work Experience

Tools

Front Desk Computer System

Switchboard

Job description

Red Roof Inn was incorporated by founder James R. Trueman in 1972. The brand’s first hotel opened in Columbus, Ohio, with a single room rate of $8.50 in 1973. Today, Red Roof has over 400 properties nationwide and serves millions of guests each year. For over 40 years, the company and hotels have been known for a warm and welcoming spirit.

Red Roof is a leader in the economy hotel market with both franchised and corporate-owned properties. The primary goal at Red Roof is to provide customers a savings without sacrificing comfort. Most recently, Red Roof made keeping in touch while traveling that much easier with their Free Communication. Guests can take advantage of free Wi-Fi, local and long distance calls within the continental U.S., and up to 10 fax pages sent within the continental U.S. Additionally, the brand stands behind their Hassle-Free Guarantee: should a guest have a concern during their stay, simply contact the front desk and allow them to address and solve the problem. If they cannot resolve your concern prior to your departure, they don’t expect you to pay for that night. In 2009 Red Roof unveiled their NextGen hotels, featuring sleek exteriors with luxuriously appointed and technologically advanced interiors that signal a new era for the hotel chain.

Job Description

The Front Desk Guest Service Representative (GSR) is responsible for maintaining positive guest interactions while consistently and courteously responding to their needs, requests, necessary service transactions and tasks. This position is critical to ensure that the quality of service for Red Roof Inns’ guests is in accordance with Red Roof Inns’ standards and Hassle Free Guarantee, while working with members of the hotel team, maintaining accounting and financial accountability as well as safety and security of the hotel.

Position Responsibilities

1. Welcome guests with friendly greeting and smile and perform all guest related services (i.e. wake up/courtesy calls; handle concerns/complaints/requests; provide coffee/newspaper and location information; keep lobby clean and orderly).
2. Handle reservation requests; check guests in/out; handle guest accounting and cashier functions.
3. Make, change and monitor reservations; review and report rate availability using the front desk computer system; update and monitor room status, promote future sales.
4. Perform daily cash count; prepare bank deposit and review of audit packages.
5. Complete reporting for daily occupancy/revenue, weekly inn operations, expenditures ledger and update corporate memorandum and/or operations manuals.
6. Communicate with Inn Management and other GSRs, as needed, about problems, requests and/or concerns regarding guests or rooms.
7. Work with housekeeping to communicate checkouts, stay-overs, sleepers, skips, rooms cleaned and rooms in need of maintenance.
8. Cross train in all front desk shifts and other departments in the hotel; Train new hires in front desk functions.
9. Night Audit shift requires daily reconciliation of transactions and preparing audit package for Inn Management approval.
10. Assist in coordinating special events (i.e. holiday gatherings, bus tours, on site, etc).
11. Other duties as assigned.

Qualifications

1. HS Diploma or equivalent work experience.
2. 1-2 years in a previous customer service position required.
3. Must have basic office skills (i.e. math, cash handling, computer skills, timekeeping, etc).
4. Must maintain professional appearance in Red Roof Inn provided uniform with consistently friendly attitude towards guests and staff.
5. Must be able to easily and frequently change from one task to another while operating a computer and/or switchboard and work with minimal supervision.
6. Basic English communication (verbal and written) skills required.
7. May be required to work nights, weekend and/or holidays.