Guest Service Representative

Hampton Inn Knoxville/Lenoir City, TN; Lenoir City (TN); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401K

Immediate Pay- earned wage access!

Vacation time

Sick time

Holiday pay

Bonus opportunities

Brand-specific employee discounts

Long term disability

Life insurance

Job summary

Hampton Inn Knoxville/Lenoir City, TN is seeking a Front Desk Clerk to greet guests, manage check-in/out, handle cash procedures, and promote hotel amenities. The role requires strong customer service, attention to detail, and the ability to work a 4P-11P shift.

Applicants should have a high school diploma or GED and at least one year of hospitality experience, along with knowledge of local area attractions. Training included; opportunities for growth within Kana Hotel Group.

Qualifications

• High School diploma or GED preferred.
• One year hospitality experience required.
• Customer service experience required.
• Experience handling cash and credit card procedures.
• Knowledge of the hotel layout, amenities, and procedures.
• Knowledge of local geographic area, area businesses, and attractions.

Responsibilities

• Greet guests and perform check-in/out procedures.
• Follow all cash and credit card procedures required by hotel and brand standard.
• Check house count to determine rooms available for the day.
• Review credit limit exception report and obtain additional approval if necessary.
• Check expected departures for today and manage checkouts or extend stays after checkout time.
• Update housekeeping room status as received from housekeeping.
• Balance departments from daily activity report at end of shift.
• Perform cashier shift change when cash is balanced.
• Explain promotional items and provide to guests upon request.
• Mention hotel amenities to guests during calls or in-person conversations.
• Respond promptly to guest inquiries or complaints; offer alternatives if needed.
• Demonstrate commitment to hospitable service and guest satisfaction.
• Document any guest accidents with a complete report.
• Be flexible to work evenings, weekends, and holidays.

Skills

Customer service

Cash handling

Attention to detail

Flexible shifts

Guest relations

Education

High School diploma or GED

Job description

Kana Hotel Group's mission is to be one of the most admired and service quality driven hotel companies in the industry. We will accomplish our goal by creating an atmosphere of friendly employee behavior and delivering the highest quality service and value to our guests.

From our Team Members to our General Managers and Regional Support team, we seek people who have a passion for the hospitality business and want to grow with us. Most of our existing leadership team members have been promoted from within the company. As a member of our team, you will be expected to contribute your talents and energies to improve the environment and quality of the company, as well as the company’s services. In return you will be given opportunities to grow and advance in your career.

Benefits

• Medical
• Vision
• Dental
• 401K
• Immediate Pay- earned wage access!
• Vacation time
• Sick time
• Holiday pay
• Bonus opportunities
• Brand-specific employee discounts
• Long term/short term disability
• Life insurance

Primary Responsibilities

Shifts required are 4P-11P

• Greet guests and perform check-in/out procedures
• Follow all cash and credit card procedures required by hotel and brand standard
• Check house count to determine the rooms available for the day
• Review credit limit exception report & gets additional approval if necessary
• Check expected departures for today & clears checkouts or extends stays after check out time
• Update housekeeping room status when received from housekeeping
• Balance departments from daily activity report at the end of shift
• Performs cashier shift change when cash is in balance
• Explain any of the hotel’s promotional items to each guest checking in & gives them to any guest who requests them
• Mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations
• Respond promptly to any guests’ inquiries or complaints; Offers alternate solution if guest demand cannot be met
• Demonstrate commitment to servicing the guest by being hospitable and accommodating
• Document any guest accidents by completing the accident report form
• Ability and flexibility to work various shifts including evenings, weekends, and holidays

Education/Experience

• High School diploma or GED preferred
• One year hospitality experience required
• Customer service experience required
• Experience handling cash and credit card procedures
• Attention to detail
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.