Guest Service Representative

PainCeptor; California (MO); On-site; USD 31,000 - 42,000; Full time

Job summary

A hospitality firm in California, Missouri is seeking a responsible individual for managing guest accounts. The role involves resolving guest complaints, check-ins, and ensuring adherence to hotel standards. Ideal candidates will possess excellent organizational skills, proficiency in English, and have prior experience in a 3 Star or 3 Diamond hotel. This position requires a pleasant demeanor and the ability to stay calm under pressure while providing exceptional guest service.

Qualifications

• Previous 3 Star / 3 Diamond hotel experience a plus.
• Able to remain calm and professional in a busy environment.
• Excellent organizational skills.
• Able to remain calm and professional in a busy environment.
• Previous 3 Star / 3 Diamond hotel experience a plus.
• Ability to deal with difficult situations.
• Ability to add, subtract, multiply, and divide in all units of measure.

Responsibilities

• Register and checkout guests accurately and in a timely manner.
• Answer inquiries pertaining to hotel policies and services.
• Handle cash, checks, or credit cards from guests and record transactions.
• Assign, select, and do room changes in a complete, accurate, and timely manner.
• Offer a genuine greeting.
• Adhere to all 4 Star / 4 Diamond standards.
• Maintain knowledge of room availability at all times.
• Upsell rooms effectively.
• Ensure workspace and office are always clean and tidy.
• Exceptional attitude.
• Be aware of special promotions within the hotel.
• Ensuring that workspace and office are always clean and tidy.
• Clock in/out at appropriate times- being at your workstation ready to work at assigned time.
• Complete the AM, PM, and Graveyard checklists.
• Review memos and logbook.
• Receive information passed on from previous shift.
• Know and practice the guest service philosophy of Pala Casino Resort and Spa.
• Assist Assistant Hotel Managers/ Hotel Manager with miscellaneous duties.
• Coordinate with guest safety the research for lost and found items for guests.
• Handle questions, problems, and complaints.
• Ascertain guest satisfaction.
• Perform other duties as assigned.

Skills

Reading, writing and oral proficiency in English

Pleasant and outgoing personality

Excellent organizational skills

Ability to deal with difficult situations

Hotel experience (3★/3Diamond)

Customer problem solving

Basic arithmetic

Education

High School Diploma or GED

Job description

Responsible for registering and settling of guest accounts. Including, resolving problems arising from guest complaints, reservations, room assignment activities, and unusual requests. Reports directly to Assistant Hotel Managers / Hotel Manager.

• Reading, writing and oral proficiency in English.
• Pleasant and outgoing personality.
• Excellent organizational skills.
• Able to remain calm and professional in a busy environment.
• Previous 3 Star / 3 Diamond hotel experience a plus.
• Ability to deal with difficult situations.
• Ability to add, subtract, multiply, and divide in all units of measure.
• High School Diploma or GED required.

Essential Job Functions:

• Register and checkout guests accurately and in a timely manner.
• Answers inquiries pertaining to hotel policies and services.
• Be able to handle cash, checks, or credit cards from guests and record transactions.
• Be able to assign, select, and do room changes in a complete, accurate, and timely manner.
• Offer a genuine greeting.
• Adhere to all 4 Star / 4 Diamond standards.
• Knowledge of room availability at all times, for future and present dates
• Up selling of rooms by selling at rack rate and offering fewer discounted rates and by selling suites when filling hotel.
• Adhere to appearance standards.
• Exceptional attitude.
• Be aware of special promotions within the hotel.
• Ensuring that workspace and office are always clean and tidy.
• Clock in/out at appropriate times- being at your workstation ready to work at assigned time.
• Complete the AM, PM, and Graveyard checklists.
• Review memos and logbook.
• Receive information passed on from previous shift.
• Know and practice the guest service philosophy of Pala Casino Resort and Spa.
• Assist Assistant Hotel Managers/ Hotel Manager with miscellaneous duties.
• Coordinate with guest safety the research for lost and found items for guests.
• Handle questions, problems, and complaints.
• Ascertain guest satisfaction.
• Perform other duties as assigned.

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