Guest Service Representative

Fairfield Inn & Suites Austin Georgetown; Georgetown (TX); On-site; USD 28,000 - 36,000; Full time

Job summary

Mid-Continent Hospitality is seeking Guest Service Representatives to greet and register guests, provide outstanding service during their stay, and settle accounts at checkout. Responsibilities include reservations, front desk operations, concierge duties, and maximizing occupancy.

Candidates should deliver friendly, efficient service, maintain professional appearance, and work well in a team across departments.

Qualifications

• Positive and upbeat personality with the desire to deliver outstanding customer service.
• Ability to multi-task, be detail-oriented, and solve problems for internal and external customers.
• Ability to evaluate and select among alternative actions quickly and accurately.
• Work well in stressful, high-pressure situations.
• Effective listening, understanding, and clarifying issues raised by coworkers and guests.
• Maintain composure and objectivity under pressure.

Responsibilities

• Greet and welcome guests at the front desk in accordance with standards.
• Register guests and manage reservations, check-ins and check-outs.
• Operate the front desk telephone switchboard and respond to inquiries.
• Provide concierge services and information on facilities, hours, and local tips.
• Coordinate with other departments to ensure smooth hotel operations.
• Follow all hotel credit policies and stay aware of rates and promotions.
• Maintain professional appearance and comply with brand standards.
• Support related duties as assigned by supervisor.

Skills

Positive attitude

Multi-tasking

Detail-oriented

Problem solving

Active listening

Composure under pressure

Education

High School diploma or equivalent

College coursework in related field helpful

Job description

Description

Job Summary

Guest Service Representatives are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Essential Job Functions

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Always comply with Mid-Continent Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a friendly and warm demeanor.
• Greet and welcome all guests approaching the front desk in accordance with Mid-Continent Hospitality standards.
• Maintain proper operation of the telephone switchboard and ensure that all Mid-Continent Hospitality performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquiries about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurant, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Follow all Mid-Continent Hospitality credit policies.
• Be aware of all rates, packages and special promotions; be familiar with all in-house groups; be aware of closed-out and restricted dates.
• Obtain all necessary information when making room reservations and follow the rate quoting scenario.
• Be familiar with all Mid-Continent Hospitality policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully understand and be able to operate all relevant aspects of the front desk computer system.
• Always use proper two-way radio etiquette when communicating with other employees.
• Employees must always be attentive, friendly, helpful and courteous to all guests, managers and all other employees.
• Maintain compliance with all company policies and procedures.
• Perform related duties as assigned by supervisor.

Requirements

Required Skills/Abilities

• Guest Service Representatives must possess a positive and upbeat personality with the desire to deliver outstanding customer service to our agents.
• Guest Service Representatives must have the ability to multi-task, be detailed-oriented, and be able to solve problems in order to be effectively deal with internal and external customers.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must maintain composure and objectivity while under pressure.

Education and Experience

• College course work in related field helpful.
• Experience in a hotel or a related field helpful.
• High School diploma or equivalent required.

Physical Requirements

• Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during the entire shift.