Guest Service Representative

Holiday Inn Express & Suites - Lexington, KY; Lexington (KY); On-site; USD 25,000 - 35,000; Full time

Job summary

A leading hotel in Lexington is seeking a Guest Service Representative/Front Desk Clerk to greet and assist guests, ensuring a pleasant stay. Responsibilities include handling check-ins, providing information about hotel amenities, and resolving guest issues. Join a supportive team environment with opportunities for growth and employee discounts.

Benefits

Employee Rate Discounts for Hotel Stays

Team Work Environment

Opportunities for Growth

Qualifications

• Any combination of education and experience equivalent to high school graduation.

Responsibilities

• Greet customers promptly and provide accurate information.
• Handle cash and balance an assigned house bank.
• Close guest accounts at checkout and address dissatisfaction.

Skills

Customer Service

Communication

Education

High School Graduation

Job description

Job Summary: We are looking for a Guest Service Representative/Front Desk Clerk who will be responsible for greeting and welcoming guests to the hotel. Completes check-in and/or check-out of guests' stay. Accommodates special requests and follows established check-in/out procedures.

Benefits

• Employee Rate Discounts for Hotel Stays
• Team Work Environment
• Opportunities for Growth

Responsibilities

• Greet customers promptly with a friendly and sincere welcome. Use a clear speaking voice, listen to understand requests, respond appropriately, and provide accurate information such as hotel amenities and local attractions.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Complete the registration process by inputting and retrieving information from the computer system, confirming details such as the number of guests and room rate. Promote all marketing programs. Make appropriate room selections based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and area attractions.
• Promptly answer the telephone using a clear speaking voice. Use the hotel’s scripted greeting. Input messages into the computer, retrieve messages, and communicate the content to guests. Retrieve mail, small packages, and facsimiles for customers as requested. Ensure all guest correspondences are kept confidential.
• Close guest accounts at checkout and inquire about guest satisfaction. Address any dissatisfaction immediately with management.
• Resolve issues such as location changes, additional room amenities, and credit issues.
• Record guest comments or complaints by listening and offering assistance to resolve problems such as price conflicts or heating/cooling issues.
• Perform miscellaneous job-related duties as assigned.

Requirements and Qualifications

• Regular attendance is essential.
• May be required to work varying schedules and holidays.
• Must fully comply with the hotel’s rules and regulations.
• Any combination of education and experience equivalent to high school graduation or related training/experience providing the required skills and abilities.
• Requires continual standing and movement throughout the front office area.
• Periods of standing exceeding 50% of the work shift are required.
• Maintain a well-groomed and professional appearance.

About Us: American Hospitality Management, Inc. (AHM) is a nationwide, award-winning hospitality management group servicing limited and full-service hotels, extended stay, and resort properties. The team culture throughout AHM is collaborative and supportive, fostering a creative environment where team members assist each other.

We are an equal opportunity employer and prohibit discrimination/harassment based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.