GUEST SERVICE REPRESENTATIVE - HAMPTON INN BY HILTON AUSTIN NW

Shelby American, Inc.; Austin (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a friendly and efficient individual to join their front office team. This role involves welcoming guests, managing check-ins and check-outs, and ensuring a positive experience throughout their stay. You will be the first point of contact, responsible for answering inquiries, managing reservations, and handling payments. If you have a knack for communication and enjoy working in a dynamic environment, this position offers a fantastic opportunity to grow in the hospitality sector. Join a team that values professionalism and customer satisfaction, and make a difference in every guest's experience.

Qualifications

• Minimum 3 months experience in hospitality or customer service.
• High School Diploma or equivalent is required.

Responsibilities

• Greet and register guests, assigning rooms and issuing keys.
• Answer inquiries about hotel services and make reservations.
• Handle guest accounts and process payments.

Skills

Clear speaking and listening

Personal judgment

Effective communication

Adaptability

Accurate operation of switchboard/computer

Education

High School Diploma or equivalent

Job description

Description

Reports To: Front Office/Operations Manager

Supervises: N/A

Job Purpose: To perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to an overall positive experience.

Job Responsibilities:

1. Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
2. Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
3. Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
4. Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
5. Date-stamp, sort and rack incoming mail and messages. Transmit and receive messages using equipment such as telephone, fax and switchboard.
6. Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies.
7. Take the initiative to greet guests in a friendly and warm manner.
8. If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
9. May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
10. Other duties as assigned.

Job Skills:

1. Speak clearly and listen carefully.
2. Use personal judgment and specialized knowledge to give information to people.
3. Communicate well with many different kinds of people.
4. Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
5. Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Requirements

Education

• HS Diploma or equivalent.

Experience

• Minimum 3 months hospitality, general office, accounts receivable or customer service experience.