Guest Service Representative

EVEREST HOSPITALITY LLC; Mount Juliet (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

EVEREST HOSPITALITY LLC in Mount Juliet, TN is seeking a Guest Services Agent to greet guests, check them in, handle reservations, and provide information on hotel services. The role involves inputting data into the hotel management system, updating bookings, and assisting guests with requests to ensure a memorable stay.

You will manage a cash drawer, assist with shuttle coordination, and maintain accurate records while delivering courteous, proactive service to every guest.

Qualifications

• Candidates should demonstrate strong customer service orientation and the ability to handle guest requests promptly.
• Must show problem-solving skills and the ability to develop alternative solutions.
• Ability to work collaboratively with team members and other departments.
• Demonstrates adaptability to changing schedules and guest needs.

Responsibilities

• Greet guests professionally and register them, obtaining pertinent information and establishing credit.
• Identify guest needs and explain hotel services and amenities; respond to requests promptly.
• Take reservations from callers, input information into the hotel management system, and update or cancel as requested.
• Resolve problems in a timely manner and maintain high quality standards.
• Maintain cash drawer content and process transactions during shifts; ensure accurate deposits.
• Communicate with housekeeping about room status and availability; monitor logs and records.

Skills

Customer service

Problem solving

Teamwork

Adaptability

Dependability

Job description

General Summary:

Responsible for providingsuperior service to all guests in accordance with the rules regulations,policies and procedures set forth by the company and brand.

Principal Responsibilities:

• Professionallygreets, registers, obtain pertinent information and establishes credit prior toassigning rooms to guests.
• Identifies theneeds of each guest and provides relevant information regarding the hotelservices and amenities. Responds to allguest requests in a timely manner.
• Takesreservations from incoming callers while providing superior service and inputsall information into the hotel management system. Updates and cancels reservations in thesystem as requested by the guest.

Job Duties:

• Problem Solving- Identifies and resolvesproblems in a timely manner. Developsalternative solutions, uses reason at all times.
• Customer Service – Manages difficult or emotionalcustomer situations. Responds promptlyto customer needs, requests for service and assistance. Drives hotel shuttle to pick up and drop offguests at approved locations as needed.Deliver requested items to guests as needed including incoming faxes,mail, valet laundry, etc.
• Team Work – Contributes to building a positiveteam spirit. Treats others with respectand consideration regardless of their status or position. Communicates with the housekeeping departmentabout room status and availability.
• Organizational Support – Follows policies andprocedures.
• Quality - Looks for ways to improve andpromote quality while demonstrating accuracy and thoroughness. Applies feedback to improve performance. Monitors own work to ensure quality.
• Quantity – Meets productivity standards,completes work in a timely manner, prioritizes and plans work activities anduses time efficiently.
• Adaptability – Able to deal with frequentchange, delays or unexpected events, changing approach or method to best fit asituation.
• Compliance – Responsible for cash drawercontent and transactions during the shifts.Ensures accuracy or daily deposits.Maintains accurate records including cash log, registration cards,reservation cards, wake-up call sheets, shuttle logs, property walks and allother logs as required.
• Safety and Security – Observes safety andsecurity procedures; reports potentially unsafe conditions; Uses equipment andmaterials properly. Maintainsconfidentiality. Maintain a current roomstatus report in case of emergency.
• Initiative - Asks for and offers help whenneeded.
• Dependability – Follows instructions, respondsto management direction; completes tasks on time or notifies appropriate personwith an alternate plan. Is consistentlyat work and on time.