Guest Services Representative

My Place Hotels; Wenatchee (WA); On-site; USD 25,000 - 33,000; Full time

Job summary

My Place Hotels in Wenatchee seeks a friendly Guest Services Representative to be the welcoming face for guests from arrival to departure. You’ll handle check-ins/check-outs, reservations, and guest records with accuracy and courtesy.

You’ll promote local attractions and hotel services, resolve guest questions, and maintain organized front desk operations with attention to detail and professionalism. This role emphasizes dependable teamwork and guest satisfaction.

Qualifications

• Proficiency in Microsoft Office and basic computer applications.
• Excellent verbal and written communication with guests and colleagues.
• Ability to juggle multiple tasks while maintaining accuracy and organization.
• Reliability, professionalism, and consistency in work are essential.
• Meticulous approach to ensure accuracy in financial transactions and guest records.

Responsibilities

• Welcome and greet guests and handle check-ins/check-outs, reservations, and charges according to hotel policy.
• Provide information about the hotel, amenities, local attractions, restaurants, shopping, and churches; address concerns or complaints professionally.
• Operate the phone system, take and transfer calls, record messages, and manage wake-up calls.
• Complete credit card authorizations, handle cash transactions, and provide change as needed.
• Maintain organized records for daily activities, Night Audit Checklist, cash and call logs, and front desk log.
• Adhere to safety and security protocols; inspect property and ensure doors and lighting function properly.
• Promote the Stay Rewarded Loyalty Program to enhance guest loyalty and satisfaction.
• Assist with cleaning tasks, stocking supplies, making coffee, and snow/ice removal from entrances and sidewalks.
• Deliver guest supplies, issue and track keys, and support housekeeping and maintenance staff.
• Assist with cleaning guest rooms when needed.

Skills

Basic Computer Skills

Strong Communication Skills

Organizational & Multi-Tasking Abil.

Dependability & Professionalism

Attention to Detail

Job description

Location: My Place Hotel- Wenatchee

About the Role:

Are you ready to join a team dedicated to delivering exceptional guest experiences? My Place Hotel is looking for a motivated and detail-oriented Guest Services Representative. In this key role, you will be the central point of contact for guests, ensuring their stay is seamless from reservation to check-out. If you're an organized, dependable multitasker with a positive attitude and strong knowledge of the local area, this is the perfect opportunity for you!

What You'll Do:

As a Guest Services Representative, your shift will be filled with various tasks aimed at providing top-notch service to our guests:

• Guest Interaction: Welcome and greet guests with a warm and friendly demeanor. Efficiently handle check-ins and check-outs, manage reservations, and accurately record charges for rooms, taxes, My Store purchases, and pet fees according to hotel policy.
• Guest Assistance: Serve as the go-to resource for guests by providing information about the hotel, amenities, local attractions, restaurants, shopping, and churches. Also, address and resolve guest concerns or complaints with professionalism.
• Telephone Management: Operate the phone system with proper etiquette, take and transfer calls, accurately record messages, and manage guest wake-up calls.
• Financial Transactions: Complete credit card authorizations, accurately handle cash transactions and provide change for guests.
• Administrative Duties: Maintain organized records of the day's activities, including preparing the Night Audit Checklist, managing cash and call logs, and keeping the Front Desk Log up-to-date. Report any issues related to the front desk, guest relations, or maintenance to the General Manager.
• Safety & Security: Adhere to all safety and security protocols. Regularly inspect the property, including walking all floors and stairwells, checking outside doors for security, and ensuring outside lighting is functioning properly.
• Loyalty Program Promotion: Actively promote the Stay Rewarded Loyalty Program to enhance guest loyalty and satisfaction.
• Cleaning: Assist with cleaning tasks, such as laundry (washing, drying, folding, and storing), cleaning and sanitizing common areas, stocking supplies, making coffee, and stocking the coffee bar. Ensure that all entrances and sidewalks are free of snow and ice.
• Support Services: Deliver additional guest supplies such as rollaway cribs, towels, and soap as needed. Issue and track master keys and key cards for housekeeping and maintenance staff.
• Housekeeping Assistance: When needed, assist with cleaning guest rooms, particularly when the hotel is full or the housekeeping staff is short.

What We're Looking For:

• Basic Computer Skills: Proficiency in Microsoft Office and basic computer applications.
• Strong Communication Skills: Excellent verbal and written communication skills to interact effectively with guests and colleagues.
• Organizational & Multi-Tasking Abilities: Ability to juggle multiple tasks while maintaining high standards of accuracy and organization.
• Dependability & Professionalism: Reliability, professionalism, and consistency in your work are essential.
• Attention to Detail: A meticulous approach to ensure accuracy in financial transactions and guest records.