Guest Service Representative - Holiday Inn

Poppy Bank; Fayetteville (NC); On-site; USD 16,000 - 23,000; Part time

Benefits offered by this job

401(k) with company match

Holiday/major holiday pay

Hotel discounts

Job summary

Holiday Inn Express & Suites Fayetteville South is seeking a part-time Guest Service Representative to deliver outstanding service at the front desk. You will respond to guest requests, process reservations, and coordinate with housekeeping to ensure rooms are ready and cleaned promptly.

The role offers competitive pay, a 401(k) with company match, and holiday pay. Previous hotel guest services experience is preferred and a high school diploma is required.

Qualifications

• Experience in hotel guest services preferred.
• Customer service experience required.
• Ability to reason and make appropriate decisions.

Responsibilities

• Answer incoming telephone calls professionally, following hotel/brand standards.
• Provide excellent customer service and respond to guest questions or concerns promptly.
• Make reservations or modify bookings as needed and assist guests at check-in/out.
• Upsell rooms and promote hotel services to guests.
• Coordinate room status with housekeeping and other departments to ensure smooth guest experience.

Skills

Customer Service

Phone etiquette

Guest services

Education

High school

Job description

• Base Pay $14.00 - $14.00 / Hour
• Job Category Guest Services
• Employee Type Part Time-Non-Exempt
• Required Degree High school

Contact information

• Phone [phone]

Join the Holiday Inn Express & Suites Fayetteville South , a Strand Hospitality managed hotel!

We offer competitive pay and benefits for our valued employees!

Everyone (including part time associates) can join a 401(k) Fidelity plan with a company match of up to 4% of the employee annual income. You also receive pay at time and a half on major holidays, as well as discounts in hotels located worldwide, theme parks, Broadway shows, and much more!

Job Summary

The Guest Service Representative provides excellent customer service to the guests during their hotel stay. Responds to guest requests as well as proactively predicts guests’ needs. Provides information and services to the guest at the front desk of the hotel.

Duties and Responsibilities

The Guest Service Representative's responsibilities include, but are not limited to:

• Answers incoming telephone calls professionally, following the hotel and/or brand expectations regarding phone etiquette.
• Provides excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
• Makes reservations or modifies reservations as needed.
• Follows hotel and/or brand standards related to guest interactions and reward programs.
• Coordinates check-in and check-out procedures with multiple guests in line in a courteous and efficient, providing a positive experience for each guest.
• Maintains guest privacy and safety by not sharing information about guests, to callers, walk-ins, or other guests.
• Documents information regarding guest or room information in the front desk notebook for future shifts. Protects this information as confidential from guests and employees without a “need to know”.
• Assists sales team with pre-registration and blocking of rooms for groups.
• Adheres to proper credit, check cashing, and cash-handling policies and procedures.
• Tracks room status to ensure guests are assigned to vacant ready rooms.
• Shares correct information regarding rooms, amenities, and hotel rules.
• Uses suggesting selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Processes mail, packages, and message handling with care so accurate information is provided to guests or management promptly.
• Communicates with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
• Follows all safety and emergency procedures. Is aware of accident prevention policies.
• Completes duties and confirms on shift checklist as assigned.
• Various other duties as assigned by Supervisor.

Requirements

• Hotel Guest Services Experience Preferred
• Customer Service Experience Required
• Ability to reason and make appropriate decisions in response to guest concerns

Strand Core Values

All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RE S PECTFUL

ADAP T IVE

SE R VICE

ACCOUNT A BLE

U N IFIED

DE D ICATED

Guest Service Representative Core Competencies

• Guest Satisfaction
• Coachability
• Prolonged periods of standing at the hotel guest services desk
• Frequent walking
• Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
• Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
• Vision – must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
• Frequent lifting, carrying, pushing and pulling up to 15 lbs.
• Occasional lifting, carrying, pushing or pulling up to 25 lbs.

It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

Requirements

Applicant must be able to read, write, comprehend task given on a daily basis. Must be able to stand for long periods of time. Must be self motivated to actively assist the needs and requests of guest as well as coworkers. One must have proficient knowledge of computer and other office equipment use.

Summary

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guests reservation status and identifies how long the guest will stay and assigns rooms accommodating special requests whenever possible. Will work closely with the housekeeping department and maintenance in keeping room status reports up to date. Will know the building and room types to sell and upsell. Must have the ability to problem solve.