Guest Services Representative

Fairfield Inn by Marriott Marietta OH; Marietta (OH); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel is seeking a Guest Services Representative to manage guest check-in and check-out processes. You will be responsible for providing hospitable service, ensuring guest satisfaction, and handling customer inquiries effectively. Ideal candidates will possess strong problem-solving skills and the ability to work flexible shifts, which may include weekends and holidays.

Qualifications

• High School Diploma or GED preferred.
• Hospitality/Hotel experience preferred but not required.
• Ability to deal with customer questions professionally.

Responsibilities

• Ensure guests are checked in and out while addressing their needs.
• Provide good customer service in person and over the phone.
• Complete daily audit shift paperwork.

Skills

Customer Service

Problem Solving

Time Management

Education

High School Diploma or GED preferred

Tools

Excel

Word

Microsoft Outlook

Access database

Job description

Job Title: Guest Services Representative

Reports To: General Manager

FLSA Status: Non-Exempt

Shifts/Days: 3-4 days per week; 7a-3p, 3p-11p, 11p-7a; flexibility is a plus!

Requirements: Weekday, Weekend, Holidays; rotating shifts

Summary: The Guest Services Representative is responsible for ensuring guests are checked in and out of the hotel while answering any questions or concerns for the guests/visitors.

Essential Duties and Responsibilities:

• Provides good customer service both in person and over the telephone
• Processes guest check-in and check-out in a hospitable and friendly manner
• Maintains accurate guest and meeting room status information by completing thorough reviews as assigned
• Maintainsconsistentcommunicationespeciallywith all departments
• Completes necessary shift paperwork
• Balance and complete all daily audit shift paperwork
• Verifiescreditcardsforauthorizationusingelectronicacceptancemethods
• Opens and closes guest accounts and assures guest satisfaction
• Researchesandattemptstoresolveproblemwithinestablishedguidelines
• Completes the reservation process for both guest rooms and meeting rooms
• Assists with cleaning the lobby, business center, and office areas
• Maintains the Market/Suite Shop and Coffee bar
• Processes payments as required
• Set up breakfast bar for breakfast attendant
• Performs all other duties as may be assigned
• Completes all required Marriott and franchise training.
• Other opportunities in other departments, as needed.

Competencies:

• Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.
• Safety - The employee is safety conscious about the workenvironment and equipment. The work area is free of debris to prevent trip and slip hazards. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis.
• Language Skills: Ability to read, analyze, and interpret documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure.
• Time Management – Prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Qualifications:

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred.

Hospitality/Hotel Experience: Preferred but not required

Customer Service:

Ability to deal with customers questions/complaints in a professional and timely manner. Provide customers with the utmost care and concern. Deal with conflict in a professional and timely manner. Interaction with guests and coworkers clearly and effectively to accomplish the goal.

Computer and Equipment Skills:

General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer. Website training a plus. Must be able to operate a calculator, fax, and printer.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.