Guest Services Representative

Hotel Equities; Columbia (SC); On-site; USD 20,664 - 22,041; Full time

Benefits offered by this job

Vacation & holiday pay

Same‑day pay available

Employee assistance program

401(k)

Referral program

Job summary

A hospitality management company in Columbia, SC is seeking a Guest Services Representative. This role involves providing excellent customer service, handling guest inquiries, and managing reservations. The ideal candidate will have strong communication and problem-solving skills, and be able to work a flexible schedule. The position offers a competitive hourly pay starting at $15.00, with various employee benefits including vacation pay and a 401(k).

Qualifications

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.

Responsibilities

• Greet and welcome guests upon arrival.
• Accept payment for guests’ accounts at the time of registration.
• Promptly respond to and resolve guest complaints.

Skills

Communication skills

Customer service

Basic mathematical skills

Problem-solving skills

Education

High School diploma or equivalent

Tools

Computer skills

Job description

Join to apply for the Guest Services Representative role at Hotel Equities. This role offers a competitive hourly salary based on experience and qualifications; you will discuss exact pay with a recruiter.

Base pay range

$15.00/hr - $16.00/hr

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is searching for a standout Front Desk Agent for the Delta Hotel in Columbia, SC. Hourly salary starts at $15.00 per hour.

Job Purpose

Respond professionally and courteously to arriving, departing, and in‑house guests by providing accurate and timely information and services. Handle telephone and in‑person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

Responsibilities

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly, being polite, courteous, and friendly.
• Be friendly, thorough, accurate, and efficient in taking reservations.
• Be friendly, thorough, accurate, and efficient in performing check‑ins.
• Be friendly, thorough, accurate, and efficient in performing check‑outs.

(If applicable) Operate or assist with shuttle or transportation service in a timely and courteous manner.

• Assist guests with luggage upon their arrival to and departure from the hotel.
• Use the guests’ names.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Handle messages, wake‑up calls, mail, and faxes properly.
• Assist guests with laundry/dry‑cleaning needs.
• Know of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be understanding of, encouraging to and friendly with all co‑workers.
• Be self‑motivated and use time wisely.
• Maintain open line of communications with each department.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through the use of meetings, log books and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re‑rents, and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re‑stock and sell pantry items.
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check‑in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verifies all information on reservations check‑in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identifies and records special billing instructions and notifies accounting.
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adheres to hotel policies regarding the use of cash banks.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements

High School diploma / Secondary qualification or equivalent. Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; general knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel.
• Must be able to stand and exert well‑paced mobility for up to 4 hours in length.
• Must be able to exert well‑paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing.
• Listening and hearing ability and visual acuity.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.

Other

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem‑solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Amazing Benefits At A Glance

• Team driven and values‑based culture.
• Vacation & holiday pay.
• Same‑day pay available.
• Employee assistance program.
• Reduced room rates throughout the portfolio.
• Third‑party perks (movie tickets, attractions, other).
• 401(k).
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.
• Pay starting at $15.00 per hour.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Hospitality

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