Guest Service Representative (GSR)

Guest Services Representative

Would you like to join an incredible team of hotel ambassadors and work in a respectful and progressive environment that values what people bring to the team?

Then you might be our next Guest Services Representative! Our GSR is responsible for assisting guests at check-in and check-out, answering and processing phone calls, plus handling all special request for services or information in accordance with brand and Gulf Coast standards, policies, and procedures.

Reports to: General Manager (GM) and/or Senior Guest Services Representative

Primary Job Duties

• Organize, confirm, process and conduct all guest check-ins/check-outs, room reservations, requests, changes and cancellations in a friendly and responsive manner.
• Secure payment, verify billing, verify customers' credit and establish how the customer will pay for the accommodation. Compute bill, collect payment and make change for guests.
• Ensure that all service provided is consistently prompt and courteous and designed to meet high standards of quality to result in guest satisfaction and repeat business.
• Keep current on hotel policies concerning room/sign rates, group and other discounts and special offerings.
• Maintain proficiency in all location computer and software systems.
• Issue room keys, identify and explain room features to guests. Supply guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
• Run reports of room availability/inventory management and guest accounts and post payments to guest folios.
• Perform bookkeeping activities including running reports and posting payments to guest folios.
• Respond to guest comments or complaints, referring customers to GM as necessary.
• Contact housekeeping or maintenance staff when guests report problems.
• Know the property's emergency procedures and respond to any/all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner.
• Assist other associates in completing their respective duties, as necessary, to achieve guest ready rooms, public areas and outstanding customer service.
• Clean and maintain lobby area, entrance doors, sidewalks, and emergency exit.
• Work in laundry room area loading and unloading washers and dryers and folding linens.
• Wear appropriate attire per the dress code.
• Notify GM or Maintenance Support of any needed repairs.
• May serve as Manager-on-Duty in GM and AGM absence.
• May be asked to stay on site in the event of a catastrophe.
• Other duties as assigned.

Essential Skills

• Integrity – display strong moral principles and work ethic by behaving ethically, acting fairly and taking responsibility.
• Adaptability and flexibility – display the capability to adapt to new, different and changing requirements.
• Accuracy – ensure accuracy in all tasks performed.
• Communication – convey information clearly.
• Dependability and reliability – display responsible behavior at work in attendance and punctuality, attention to details, following directions and fulfilling obligations.
• Interpersonal Skills – display the skills to work effectively with others.
• Professionalism – maintain a professional presence by demonstrating self-control, a professional demeanor and a positive attitude.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the associate is occasionally required to stand; walk; sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Frequent lifts, carries, or otherwise moves and positions objects weighing up to 50 lbs.
• Frequently bends, kneels, crouches.
• Repetitive movement of hands, arms and legs, sweeping, vacuuming, mopping, wiping, pushing, lifting.
• Exposure to hazardous chemicals, odors, dirt and dust as well as adverse weather.

Experience and Requirements

• 1 year hospitality experience preferred.
• Work Authorization required.
• Flexible schedule required. Evenings, weekends and holidays may be required.

What We Offer

• Health and Dental Insurance for Full Time Associates
• 401(k) with Employer Match for all Associates
• Paid time off for ALL Associates per Associate Guide
• Six company paid holidays for Full Time Associates
• Time and half for hours worked on designated holidays for all Associates.
• Employee Assistance Program for Associates and household members
• Employee Discount Program
• Employee Hotel Guest Room Program
• Employee Referral Program