Guest Services Representative, Holiday Inn Bismarck, ND

Front Desk Agent Holiday Inn Bismarck, ND

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent. The job purpose is to respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. The role includes responding to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.

Responsibilities include:

• Greeting and welcoming guests upon arrival
• Registering guests into the computer, verifying reservation, address, and credit information
• Promoting "preferred" guest program and providing recognition and benefits to all current members
• Accepting payment for guests' accounts both at the time of registration and at checkout
• Maintaining a house bank and making a deposit and accurate report of receipts daily
• Cashing checks and exchanging currency for guests
• Issuing keys to and controlling entrance of safety deposit boxes
• Posting miscellaneous charges as requested
• Promptly responding to and resolving guest complaints
• Answering telephone promptly and properly being polite, courteous, and friendly
• Being friendly, thorough, accurate, and efficient in taking reservations
• Being friendly, thorough, accurate, and efficient in performing check-ins
• Being friendly, thorough, accurate, and efficient in performing check-outs (if applicable)
• Operating or assisting with shuttle or transportation service in a timely and courteous manner
• Assisting guests with luggage upon their arrival to and departure from the hotel
• Using the guests' names
• Being knowledgeable and helpful about the local area, the hotel, and hotel services
• Handling messages, wake-up calls, mail, and faxes properly
• Assisting guests with laundry/dry cleaning needs
• Knowing of incoming VIPs
• Following all applicable Company Standard Operating Procedures
• Performing other assignments as directed by the General Manager
• Being an enthusiastic, helpful, and positive member of the team
• Being professional, responsible, and mature in conduct and behavior
• Being understanding of, encouraging to, and friendly with all co-workers
• Being self-motivated and using time wisely
• Maintaining open line of communications with each department
• Communicating pertinent information
• Responding positively to new ideas
• Openly accepting critical/developmental feedback
• Maintaining effective communication through the use of meetings, log books, and bulletins
• Being available to help other departments in emergency situations
• Adhering to all work rules, procedures, and policies established by the company
• Safety and Security Skills
• Properly handling and accounting for keys
• Being knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seeking and reacting to opportunities to sell rooms, including re-rents, and last rooms available
• Having complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; having in-depth knowledge of and regularly re-stocking and selling pantry items
• Increasing revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Having a full understanding of the franchise honors program
• Ensuring all customers establish credit upon check-in
• Improving timeliness of cash flow by adhering to all established credit and inventory control procedures
• Verifying all information on reservations check-in; name, address, method of payment, etc.
• Retrieving proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifying and recording special billing instructions and notifying accounting
• Completing shift closing accurately by getting appropriate approval signatures and authorization codes
• Adhering to hotel policies regarding the use of cash banks
• Staying current with developments in the hotel by reviewing the communication log book each shift; updating the log book for the next shift
• Reporting potential sales contacts to the sales department
• Protection of guests' room numbers

Qualifications and Requirements:

• High School diploma/Secondary qualification or equivalent
• Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards
• Ability to speak, read, write, and understand the primary language(s) used in the workplace
• Good communication skills, both verbal and written
• Basic computational ability
• Basic computer skills
• Extensive knowledge of the hotel, its services and facilities; general knowledge of the city where the hotel is located and its attractions
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems
• Ability to stand and exert well-paced mobility for up to 4 hours in length
• Ability to exert well-paced ability to reach other departments of the hotel on a timely basis
• Ability to lift up to 15 lbs occasionally
• Grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Ability to spend extended lengths of time viewing a computer screen
• Manual dexterity to use and operate all necessary equipment
• Ability to have finger dexterity to be able to operate office equipment
• Being passionate about people and service
• Strong communication skills are essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.
• Basic math skills are used frequently when handling cash or credit
• Problem-solving, reasoning, motivating, and training abilities are often used

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program