Guest Services Representative

JOB DESCRIPTION

JOB TITLE: GUEST SERVICE REPRESENTATIVE

DEPARTMENT: FRONT DESK

REPORTS TO: FRONT OFFICE MANAGER & GENERAL MANAGER

LOCATION: Candlewood Suites-Cookeville,TN/Shreeji-Swami Cookeville, LLC

PURPOSE:

Responsibilities include, but are notlimited to, greeting and assisting with guest arrivals and departures byhandling guest check-ins and check-outs, while providing prompt and courteousservice, including receiving telephone calls, guest requests, guestreservations, and faxes, insuring complete guest satisfaction, and handling allBreakfast Attendants job descriptions at times when needed.

RESPONSIBLITIES:

· Ensurecomplete guest satisfaction.

· Ensurecomplete guest safety.

· Check inand Check out of the guest.

· Givesinformation about room and package rates.

· Must workalongside other team members in harmony.

· Informsguest of the hotel facilities.

· Assignguest rooms.

· Must befriendly, helpful and well groomed and dressed to standards always completewith name tag as stated in the employee hand book and CandlewoodSuites-Cookeville, TN.

· Mustunderstand and adhere to cash handling policies.

· Must bewell versed in cash handling and accurately balance house bank to include shiftcash count verification report and witness procedure.

· Make agreat first impression.

· Completeguest registration /reservation process to include retrieval of all requiredinformation including address, phone number, method of APPROVED payment, valididentification, company name and contact email address.

· Must befamiliar with and adequately quote information for CandlewoodSuites-Cookeville, TN Frequency Travel Program to include reward redemption andprocessing. Promote Candlewood Suites-Cookeville, TN Hotel Frequency Program toevery guest during the reservation/check in process.

· Completionand distribution of shift check list and EOS Emails.

· Assignguest rooms based on preferences and availability. Informing next shift of anyopportunities due to non-met service requests.

· Drivesthe revenue management process.

GUEST SERVICE REPRESENTATIVE

· Handlingguest concerns in a tactful manner and achieving resolution with guest followup and written documentation of all occurrences forwarded to the GeneralManager.

· Dailycompletion and documentation of daily shift duties and EOS Emails, courtesycalls and shift check lists.

· Knowledge,implementation and follow up of all Candlewood Suites-Cookeville, TN Brandstandards regarding ADA, handicap policies, Service Animal Training andprocedures.

· Answersquestions in regards to the hotels facilities and services

· Answeringtelephones and making reservations

· Answeringguest inquiries to include accurate area directions.

· Recommendinglocal area restaurants, points of interests and / or needs for transportation.

· Handlingguest needs.

· Maintainingcleanliness of front desk, lobby and back office.

· Followingup with guest check-ins, opportunities and other requests.

· Interactingwith other departments and employees to ensure a good working relationship forall guest needs.

· Understandsand implements (when necessary) all emergency procedures for incidents,accidents, fire, safety or criminal activity. This includes knowledge thelocation of all utility shut down equipment and sprinkler and fire alarmknowledge and system locations.

· Ensuresthat Candlewood Suites-Cookeville, TN quality standards and services aremaintained for Property, Product and People.

· Must beable to work all shifts or varying schedules to support the business needsincluding weekends and holidays.

· Ensuressecurity for the hotels customers, employees and property assets.

· Supportsestablished policies and procedures for Candlewood Suites-Cookeville, TN andH&N Hospitality Management.

· Responsiblefor following instructions and performing work as assigned by a supervisor orthe General Manager.

· Dailyreview of front desk communication tools to include Email correspondence andFOAI.

· Frontdesk associates are required to remain at the front desk work station at alltimes unless attending to a guest need or request.

· Ifapplicable, Responsible for daily monitoring of cleanliness and maintainingappropriate inventory levels of the hotel market and/or sundry shop. Ensuringthe General Manager is notified of replenishment needs.

· Ensureslost and found items are secured according to Candlewood Suites-Cookeville, TN standards.

· Responsiblefor knowledge, review and training of all safety procedures as outlined in the CandlewoodSuites-Cookeville, TN Safety Manual.

· Responsiblefor reporting all suspicious persons or activities, hazardous conditions tomanagement. Alert the general managerimmediately.

GUEST SERVICE REPRESENTATIVE

· In theevent of an employee or guest incident or injury, the General Manager is to benotified immediately. This would alsoinclude building emergencies. If the General Manager is not located at thephysical hotel location, please notify via phone or cell phone. If the General Manager cannot be reached,leave a voice mail message. Immediatelynotify the Front Office Manager (FOM) and Executive Housekeeper (EH).

Job Type: Part-time

Pay: From $12.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $12