What are the responsibilities and job description for the Guest Services Representative position at Country Inn & Suite York,PA?
Receives and processes incoming guests
- Ensure a delightful, seamless arrival and departure for our guests.
- Greets guest and processes hotel registration and other transactions
- Keeps current on hotel accommodations, services and local attractions
- Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
- Records resolutions to guest complaints on the “Make it Right” log
- Works with other departments as appropriate to arrange for services requested by the guest
- Stays current with developments in the hotel by reviewing and updating the communication log
- Prepares end of shift summaries and communications for management and other shifts
- Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
- Makes reservations in accordance with hotel’s yield management practices
- Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
- May be responsible for answering and fielding all calls to the hotel, both internal and external
- Identifies and records special billing instructions and notifies Accounting
- Obtains appropriate approvals and signatures for guest transactions
- Follows hotel policy on cash banks
- Maintains confidentiality of guest information
Aligns with the “Be Our Guest” service standards to build and reinforce skills that create a lasting service culture that provides caring, comfortable and consistent experiences.
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and works to resolve
- Performs other duties required to provide the service brand behavior and genuine hospitality
Job Type: Part-time
Ability to Relocate:
- York, PA 17402: Relocate before starting work (Required)
Work Location: In person
