Guest Service Representative

Home2 Suites East Hanover; East Hanover (NJ); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

PTO accrual

Pay advances 50%

Hotel discounts

Health insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

401(k) with match

Holiday pay

Health Savings Account

EAP

Dependent Care FSA

Job summary

Home2 Suites East Hanover is seeking a friendly Guest Service Representative to be the first and last impression for guests. You will handle check-in/check-out, front desk duties, market sales and guest interactions with a focus on accuracy and warmth.

You will register guests, answer calls, promote the loyalty program and resolve issues promptly. A High School diploma, English proficiency, and basic computer skills are required; vacation benefits and hotel discounts are included.

Qualifications

• High School Diploma or GED required.
• Knowledge of front desk operations and guest services.
• Proficient English communication; additional languages helpful.

Responsibilities

• Greet and welcome guests upon arrival.
• Book and register guest reservations.
• Answer and route calls; take messages accurately.
• Promote the loyalty program and recognize members.
• Anticipate guest needs and respond promptly and professionally.
• Handle cash drawer and transactions during shifts.
• Maintain accurate records of registrations and reservations.
• Process market and retail transactions for guests.
• Provide information on hotel facilities and local attractions.
• Maintain market inventory and restock as needed.
• Protect guest confidentiality and data.

Skills

Customer service

Communication skills

Team player

Cash handling

Education

High School Diploma

Tools

MS Office

Brand operating systems

Job description

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