Guest Service Representative - PM Shift

Fairfield Inn and Suites Polaris; Westerville (OH); On-site; USD 17,000 - 21,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Fairfield Inn & Suites Columbus Polaris is seeking a Guest Services Representative to be the first contact for guests, handle inquiries, and document interactions. The role emphasizes maintaining guest records, promoting hotel amenities, and ensuring a welcoming lobby atmosphere.

Qualifications include an associate degree preferred, 2+ years in customer service, strong listening skills, and proficiency with MS Office and a multi-line phone system.

Qualifications

• Associate's degree preferred
• 2+ years in a customer service role
• Experience using a multi-line office phone
• Proficiency with computers and office technology
• Proficiency with Microsoft Office applications
• Detail-oriented to document guest interactions
• Ability to stand for extended periods
• Positive and friendly demeanor in all interactions
• Strong listening skills to address guest concerns

Responsibilities

• Serve as the first point of contact for guest information and inquiries
• Address and document guest concerns accurately in the database
• Achieve amicable resolutions to guest concerns and service recovery situations
• Coordinate with other departments to address guest needs
• Update and maintain accurate guest records
• Apply creative problem-solving to achieve guest satisfaction
• Complete product knowledge training to confidently answer guest questions
• Promote hotel facilities, amenities, and activities
• Maintain the cleanliness of lobby areas
• Maintain a professional and welcoming demeanor at all times

Skills

Customer service

Communication

Detail orientation

Professionalism

Education

Associate degree in business administration

Tools

Multi-line phone system

MS Office

Computers & tech aptitude

Job description

Guest Services Representative

Fairfield Inn & Suites Columbus Polaris is committed to distinctive quality and unparalleled customer service in all aspects of our business; as part of the team, you will discover that the pursuit of excellence is truly a rewarding aspect of your career! Our major focus for the business is in the Columbus area.

We are excited to see that you are interested to be a part of our progressive team. If you believe that you can contribute to the achievement of our goals and to the bottom line of success and share your commitment to our mission statement,

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Responsibilities

• Serve as the first point of contact for guest information and inquiries
• Address and document guest concerns accurately in the database
• Achieve amicable resolutions to guest concerns and service recovery situations
• Coordinate with other departments to address and resolve guest needs
• Update and maintain accurate guest records
• Apply creative problem-solving to achieve guest satisfaction
• Complete product knowledge training to confidently answer guest questions
• Promote hotel facilities, amenities, and activities
• Maintain the cleanliness of lobby areas
• Maintain a professional and welcoming demeanor at all times

Qualifications

• Associate's degree in business administration preferred
• 2+ years of experience in a customer service role
• Experience using a multi-line office phone
• Proficiency with computers and office technology
• Proficiency with Microsoft Office applications
• Must be detail-oriented to accurately document guest interactions in the database
• Ability to stand for extended periods
• Exhibits a positive and friendly demeanor in all guest interactions
• Strong listening skills with the ability to address guest concerns and de-escalate issues

Middletown Hotel Management is an Equal Opportunity Employer