Guest Service Representative

Workstream; Centerville (OH); On-site; USD 30,000 - 40,000; Full time

Job summary

Workstream in Centerville, Ohio is looking for a Guest Service Agent to provide top-quality service to hotel guests. Responsibilities include checking guests in and out, managing reservations, and ensuring guest satisfaction.

The ideal candidate will be detail-oriented, a team player, and enthusiastic about their role. Training and flexible shifts, including weekends, are required. Join us and grow in a dynamic work environment!

Qualifications

• Must complete all required training in a timely manner.
• Must be able to work varying shifts including weekends and holidays.

Responsibilities

• Check guests in and out efficiently and in a friendly manner.
• Handle guest complaints and requests promptly.
• Communicate with housekeeping on guest needs.

Skills

Detail Oriented

Team Player

Enthusiastic

Job description

Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!

Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.

General Accountability

• Provide the highest quality of service to the customer at all times
• Promptly and effectively handle guest complaints and requests
• Check guests in and out efficiently and in a friendly manner
• Post guest charges and compute guest bills, collect payment and make change for hotel guests
• Follow all cash handling procedures as required
• Handle guest mail and messages per established procedures
• Develop a thorough knowledge of room locations, room rates, amenities and selling strategies
• Take reservations on property
• Block rooms and handle special requests
• Monitor room availability
• Handle safe deposit boxes used by guests per established procedures
• Keep lobby and desk area clean and presentable
• Have a thorough knowledge of emergency and security procedures
• Offer and properly handle requests for wake-up calls
• Ensure all rooms are check-in property and a valid and working form of payment is collected
• Communicate with incoming staff and management by logging pertinent information in the pass-on log
• Keep maintenance informed of all maintenance needs
• Must wear proper uniform at all times in accordance with Standards
• Participate in any sales lead generator (will vary by property)

Specific Essential Tasks/Duties

• Must be able to complete all required training in a timely manner as required by the brand
• Participate in daily and weekly team meetings
• Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
• Process guest arrivals and departures including all necessary payments.
• Handle & coordinate room assignments and pre-arrivals.
• Handle guests concerns.
• Offer referral for services and handle requests for information.
• Handle and store guest luggage.
• Assist with the check-in and check-out of groups and tours
• Answer switchboard with standards of proper telephone etiquette
• Communicate with housekeeping on any issues guest request early arrivals late departures
• Perform all duties as indicated in the shift checklist report
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture.
• Must be able to work varying shifts and time schedules as needed (days nights weekends and holidays).

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Preferred

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Goal Completion: Inspired to perform well by the completion of tasks
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Self-Starter: Inspired to perform without outside help

General Notes

• This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
• Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
• If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
• The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.