Hotel Guest Service Representative - Courtyard by Marriott Salisbury, NC

Courtyard by Marriott Salisbury NC; Salisbury (NC); On-site; USD 28,000 - 34,000; Full time

Job summary

Courtyard by Marriott Salisbury, NC is seeking a Guest Service Representative to deliver courteous, efficient service and support hotel operations on a full-time basis. The role requires welcoming guests, handling check-ins, and promoting hotel services.

Shifts are 7:00 AM–3:00 PM and 3:00 PM–11:00 PM, with occasional holidays, weekends, and evenings. Experience in hospitality is preferred, and punctuality is essential for this position.

Qualifications

• 1+ years of experience in customer service at a branded hotel preferred.
• High School diploma or equivalent.
• Must display professionalism and have honesty and trustworthiness.
• Must have excellent attendance and be punctual.
• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Must be able to stand for eight hours, bend, stretch, and reach.
• Work schedule varies and may include holidays, weekends, and evenings.
• Must be able to push/pull 60 pounds and lift/carry 30 pounds.

Responsibilities

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests.
• Promote and sell hotel services/amenities.
• Encourage repeat business by taking future reservations and offering recommendations.
• Identify sales leads through guest interaction and report to the appropriate person.
• Keep housekeeping and other departments informed of special requests and late check-outs.
• Balance cash, checks, and miscellaneous departments at shift end.

Skills

Customer service

Phone etiquette

Attention to detail

Multitasking

Education

High School diploma or equivalent

Tools

Property Management System (PMS)

Job description

Position:Hotel Guest Service Representative - Courtyard by Marriott Salisbury, NC

Location: Salisbury, NC

Job Id:125

# of Openings:1

Guest Service Representative - Hospitality experience preferred - Full time (5 days per week) -Hours - 7:00 AM - 3:00 PM and 3:00 PM - 11:00 PM - must be able to work both shifts

Principle Responsibilities & Position Purpose:

Increase guest satisfaction by providing efficient and courteous guest service in accordance with the standards of the hotel while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue. Understands and implements the mission statement, values, and culture at all times.

Pre-Requisites Requirements):

• 1+ years of experience in customer service at a branded hotel preferred
• High School diploma or equivalent of the same
• Must display professionalism and have characteristics of honesty and trustworthiness
• Must have excellent attendance and be punctual
• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
• Must be able to stand for eight hours, bend, stretch, and reach
• Work schedule varies and may include occasionally working on
• Holidays, weekends, and evenings. Long hours sometimes required
• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds

Required Knowledge, Skills, and Abilities:

Knowledgeable in:

• Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts
• Frequent Stay Program
• Reservations procedures including cancellations and “walking” guest
• Phone etiquette and answering procedures
• Be able to answer inquires of local shopping, dining, entertainment, and travel directions
• Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new procedures, and events
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment, and make change

Abilities:

• Multi task, detail oriented, remain service centric
• Communicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using log books
• Assist with guest issues with professionalism maintaining hospitable attitude.

Essential Functions:

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.
• Promote and sell services/amenities of the hotel.
• Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
• Be aware of potential sales leads and contacts through guest interaction. Report information to the appropriate individual.
• Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
• Check all credit cards for validity before the end of the shift.
• Learn and utilize PMS, if applicable.
• Ensure all cash, check, and miscellaneous departments are in balance at shifts end.
• Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc.
• Assist in other areas: cleanliness of property wherever assistance is needed for guest satisfaction.
• Help maintain a clean and professional lobby, dining area: dusting, vacuuming, cleaning tables, etc.
• Have a thorough working knowledge of emergency procedures.
• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
• Report any unusual occurrences or requests to the manager.
• Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate
• Where applicable, follow approved laundry procedures; ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.
• Utilize Service Recovery Log and other necessary communication logs from shift to shift.
• Meets and exceeds guest expectations by providing service and teamwork
• Other duties as assigned or as indicated on letter of offer.