Guest Service Representative

Brandt Hospitality Group; Thornton (CO); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hotel chain is seeking a Guest Service Representative in Thornton, CO. This role involves managing front desk operations, guest interactions, and ensuring a welcoming atmosphere for guests. Ideal candidates should be personable, able to work in a fast-paced environment, and possess strong customer service skills. The position offers various benefits including health insurance and a 401(k) plan.

Benefits

PTO with immediate accrual

Health Insurance

401(k) with immediate match

Hotel Discounts Worldwide

Access to 50% of wages prior to payday

Dental Insurance

Vision Insurance

Employee Assistance Program (EAP)

Dependent Care FSA

Qualifications

• Knowledge of guest services and hotel operations.
• Proficient in English; ability to converse in other languages is a plus.
• Capable of working in fast-paced environments.

Responsibilities

• Ensure guests are welcomed and assisted upon arrival.
• Book reservations and verify guest information.
• Handle guest complaints and assist in resolutions.

Skills

Customer Service

Communication

Problem Solving

Education

High School Graduate or GED

Tools

MS Office

Job description

As 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