Hotel Guest Service Representative - Homewood Suites Greenville, SC

Guest Service Representative 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 preferredHigh School diploma or equivalent of the sameMust display professionalism and have characteristics of honesty and trustworthinessMust have excellent attendance and be punctualWork Environment & Context:Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicatingMust be able to stand for eight hours, bend, stretch, and reachWork schedule varies and may include occasionally working on Holidays, weekends, and evenings. Long hours sometimes requiredMust be able to push or pull 60 pounds and lift and/or carry 30 poundsRequired Knowledge, Skills, and Abilities:Knowledgeable in:Entire property, staff services, hours of operation, type of rooms, locations, rates, and discountsFrequent Stay ProgramReservations procedures including cancellations and “walking” guestPhone etiquette and answering proceduresBe able to answer inquires of local shopping, dining, entertainment, and travel directionsDaily hotel operations, check daily events, bulletin boards, and be up to date on changes, new procedures, and eventsManager on Duty functions when necessary or as scheduledSkills:Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment, and make changeAbilities:Multi task, detail oriented, remain service centricCommunicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using log booksManage time effectivelyAssist 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 climateWhere 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 teamworkOther duties as assigned or as indicated on letter of offer.BenefitsPaid InstantlyPaid Time OffTeam Member Room DiscountsTime and Half for Select HolidaysReferral Bonus ProgramVolunteer BenefitsAccident InsuranceDisability InsuranceLife InsuranceCancer InsuranceDental InsuranceVision InsuranceProperty Specific IncentivesGift CardsEmployee Lunches