Guest Service Representative/Night Auditor

Fairfield Inn & Suites - Charlotte University Research Park; Charlotte (NC); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel in Charlotte is seeking a Guest Service Representative to provide exceptional service at the front desk. This role involves check-in/check-out, guest interactions, and maintaining a welcoming environment. Candidates should have a high school diploma and experience with FOSSE/Marriott systems. The position requires strong customer service skills and the ability to work in a fast-paced environment. Benefits include health insurance, PTO, and hotel discounts worldwide.

Benefits

PTO with immediate accrual

Access 50% of wages prior to payday

Hotel Discounts Worldwide

Health Insurance

401(k) with immediate match

Qualifications

• Knowledge of front desk operations and procedures.
• Ability to speak multiple languages is helpful.

Responsibilities

• Ensure guests are greeted and welcomed upon arrival.
• Handle cash drawer contents and transactions.
• Assist in resolving guest complaints.

Skills

Customer Service

Communication

Teamwork

Education

High School Graduate or GED

Tools

MS Office

FOSSE

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! THIS IS A COMBINATION OF DAYTIME FRONT DESK AND NIGHT AUDIT SHIFTS, PRIOR FOSSE/MARRIOTT BRANDEXPERIENCE WITH OPEN AVAILABILITY REQUIRED!

RESPONSIBILITIES

1. Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
2. Book guest hotel reservations.
3. Register guests to the hotel, verifying reservation, personal information, and securing payment information.
4. Answer and route calls as appropriate; take guest messages with accuracy.
5. Promote the brand loyalty program and provide recognition and benefits to all present members.
6. Anticipate guests’ needs and respond timely, efficiently, appropriately, and in a friendly manner.
7. Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own or elevating to managerial level.
8. Responsible for cash drawer contents and transactions during shift.
9. Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
10. Process all market and retail transactions for the guests.
11. Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
12. Maintain appropriate market inventory levels, restocking when necessary.
13. Handle confidential information, including guest records, with a high degree of integrity.

QUALIFICATIONS

1. High School Graduate or GED required.
2. Knowledge of front desk operations and procedures, guest services, and hotel services.
3. 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.
4. Able to work independently and desire to participate as part of a team.
5. Possess proficient computer skills including proficient knowledge of MS Office products; knowledge of brand operating systems preferred.
6. Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
7. Possess high school graduate level mathematical aptitude, know standard cash handling procedures, and knowledge of computerized cash register systems.
8. Demonstrate genuine care for customers and employees.
9. Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
10. Able to work in a fast-paced environment.
11. Marriott/FOSSE experience required.

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