Guest Service Representative
: Job Details :


Guest Service Representative

Home2 Suites by Hilton

Location: Dayton,OH, USA

Date: 2024-11-26T07:37:24Z

Job Description:

Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family! Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality. General Accountability:

  • Provide the highest quality of service to the customer at all times
  • Promptly and effectively handle guest complaints and requests
  • Check guests in and out efficiently and in a friendly manner
  • Post guest charges and compute guest bills collect payment and make change for hotel guests
  • Follow all cash handling procedures as required
  • Handle guest mail and messages per established procedures
  • Develop a thorough knowledge of room locations room rates amenities and selling strategies
  • Take reservations on property
  • Block rooms and handle special requests
  • Monitor room availability
  • Handle safe deposit boxes used by guests per established procedures
  • Keep lobby and desk area clean and presentable
  • Have a thorough knowledge of emergency and security procedures
  • Offer and properly handle requests for wake-up calls
  • Ensure all rooms are check in property and a valid and working form of payment is collected
  • Communicate with incoming staff and management by logging pertinent information in the pass on log
  • Keep maintenance informed of all maintenance needs
  • Must wear proper uniform at all times in accordance with Standards
  • Participate in any sales lead generator (will vary by property)
Specific Essential Tasks/Duties:
  • Must be able to complete all required training in timely manner as required by the brand
  • Participate in daily and weekly team meetings
  • Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
  • Process guest arrivals and departures including all necessary payments.
  • Handle & coordinate room assignments and pre-arrivals.
  • Handle guests concerns.
  • Offer referral for services and handle requests for information.
  • Handle and store guest luggage.
  • Assist with the check-in and check-out of groups and tours
  • Answer switchboard with standards of proper telephone etiquette
  • Communicate with housekeeping on any issues guest request early arrivals late departures
  • Perform all duties as indicated in the shift checklist report
  • Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture.
  • Must be able to work varying shifts and time schedules as needed (days nights weekends and holidays).
Behaviors Preferred
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
  • Team Player: Works well as a member of a group
  • Enthusiastic: Shows intense and eager enjoyment and interest
Motivations Preferred
  • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
  • Goal Completion: Inspired to perform well by the completion of tasks
  • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
  • Self-Starter: Inspired to perform without outside help
General Notes
  • This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
  • Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
  • If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
  • The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.
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