Guest Service Representative

Brandt Hospitality Group; City of Poughkeepsie (NY); Hybrid; USD 30,000 - 42,000; Full time

Benefits offered by this job

PTO with immediate accrual

Hotel discounts worldwide

Health Insurance

Dental Insurance

Vision Insurance

401(k) with immediate match

Double time for holidays

Job summary

Brandt Hospitality Group is seeking a Guest Service Representative to be the first and last impression on guests, handling check-in/check-out, front desk operations, market sales, and other guest interactions. You will strive to exceed standards and contribute to the welcoming look of the lobby and surrounding areas.

You will greet guests, book reservations, manage registrations and payments, answer calls, promote loyalty programs, and resolve issues with professionalism.

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 English. Ability to speak other languages in a multicultural work environment can be extremely helpful.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including 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

• Greet and welcome guests in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verify reservations and payment information.
• Answer and route calls; take guest messages accurately.
• Promote the brand loyalty program and recognize benefits for members.
• Anticipate guest needs and respond promptly and warmly.
• Resolve guest complaints or escalate to management as needed.
• Handle cash drawer contents and transactions during shifts.
• Maintain accurate records including cash flows, registration and reservation cards.
• Process market and retail transactions for guests.
• Provide information on hotel facilities and local attractions.
• Maintain market inventory levels and restock as necessary.
• Handle confidential guest information with integrity.

Skills

Front desk operations

Guest services

Team collaboration

Customer service

Cash handling

Education

High School diploma / GED

Tools

MS Office

Brand operating systems

Job description

As Guest Service Representative, you are the first and last impression on our guests. You are responsible for check-in, check-out, front desk operations, market sales and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas. If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you!

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.

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.

BENEFITS

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance
• Dental Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
• Employer Sponsored Long-Term Disability Coverage
• 401(k) with immediate match
• Double Time for Holidays Worked
• Health Savings Account
• Employee Assistance Program (EAP)
• Dependent Care FSA