Guest Services Representative [Part-Time]

Hampton Inn Onalaska; Onalaska (WI); On-site; USD 21,000 - 25,000; Full time

Job summary

Hampton Inn Onalaska in Wisconsin is seeking a friendly Guest Service Representative to welcome guests, handle check-in and check-out, and assist with directions, local attractions, and requests. You will be the go-to person for guests throughout their stay, delivering courteous service and prompt problem resolution.

The role emphasizes ownership of guest issues, effective communication, and collaboration with housekeeping and maintenance teams to ensure a smooth and enjoyable guest experience.

Qualifications

• Strong interpersonal and communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle stressful situations with poise and professionalism.
• Conduct work-related functions in a professional manner.

Responsibilities

• Provides exceptional guest service and ensures all guest inquiries and concerns are addressed promptly.
• Registers and processes guests upon arrival and departure.
• Demonstrates excellent telephone courtesy and professionalism.
• Attentively listens to guests and anticipates any additional needs or concerns.
• Maintains clean and professional appearance during shift.
• Ensures all guest accounts are complete and accurate.
• Demonstrates a working knowledge of all services and facilities of the hotel and local area.
• Complies with the hotel's standard operating procedures and policies.
• Assists in monitoring and upholding procedures for safety of guests and hotel team members.
• Processes departmental reports.
• Assists team members and other departments as needed to contribute to operational efficiency.
• Delivers amenities and general assistance to guests as requested.
• Performs additional responsibilities as assigned by leadership.

Skills

Interpersonal skills

Communication skills

Organizational skills

Professional demeanor

Job description

Description

Guest Service Representatives are our Directors of First Impressions. From how you answer the phone to how you greet the guest when they arrive, you set the tone for the entirety of the guest's stay. Guest Service Representatives become the go-to person for our guests--asking directions to their room, where to go for dinner, what attractions to visit, directions to the closest car wash, and how about some extra towels and a late checkout? Guest Service Representatives often have multiple tasks at hand between answering phones, checking guests in/out, fulfilling guest requests, communicating with our Maintenance and Housekeeping team members, ensuring that billing and payments are correct, actively ensuring safety and security measures are being met, etc.. Guest Service Representatives must confidently and compassionately respond to guest service issues, taking ownership for the situation and ensuring that our guests are taken care of using the tools and training we support you with.

Essential Duties and Responsibilities

• Provides exceptional guest service and ensures all guest inquires and concerns are addressed promptly
• Registers and processes guests upon arrival and departure
• Demonstrates excellent telephone courtesy and professionalism
• Attentively listens to guests and anticipates any additional needs or concerns
• Maintains clean and professional appearance during shift
• Ensures all guest accounts are complete and accurate
• Demonstrates a working knowledge of all services and facilities of the hotel and local area
• Complies with the hotel's standard operating procedures and policies
• Assists in monitoring and upholding procedures for safety of guests and hotel team members
• Processes departmental reports
• Assists team members and other departments as needed to contribute to operational efficiency
• Delivers amenities and general assistance to guests as requested
• Performs additional responsibilities as assigned by leadership

Requirements

Qualifications

• Strong interpersonal and communication skills
• Strong organizational skills and attention to detail
• Ability to handle stressful situations with poise and professionalism
• Conduct work-related functions in a professional manner