Guest Experience Associate – Front Desk & Reservations

Brandt Hospitality Group; Appleton (WI); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

PTO accrual

Early wage access

Hotel discounts worldwide

Health insurance

Dental insurance

Vision insurance

Life insurance

Voluntary benefits

Long-term disability

401(k) with match

Holiday pay

Health Savings Account

EAP

Dependent Care FSA

Job summary

Brandt Hospitality Group in Appleton, WI is seeking a Guest Service Representative to be the first and last impression for guests. You will handle check-in/check-out, front desk operations, and market services with warmth.

You will book reservations, register guests, process payments, and promote the loyalty program while maintaining records and delivering excellent service. A High School diploma and English proficiency are required in a fast-paced team environment.

Qualifications

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Demonstrate genuine care for customers and employees.
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to work in a fast-paced environment.

Responsibilities

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

Skills

Front desk operations

Guest services

Cash handling

Microsoft Office

Communications

Multilingual ability

Education

High School Diploma or GED

Tools

POS system

Reservations software

Job description

Brandt Hospitality Group in Appleton, WI is seeking a Guest Service Representative to be the first and last impression for guests. You will handle check-in/check-out, front desk operations, and market services with warmth.

You will book reservations, register guests, process payments, and promote the loyalty program while maintaining records and delivering excellent service. A High School diploma and English proficiency are required in a fast-paced team environment.