What are the responsibilities and job description for the Guest Services Representative position at Embassy Suites - Jacksonville?
Embassy Suites by Hilton Jacksonville Baymeadows is looking for an attentive, engaging, and service-oriented Guest Services Representative to join our team!
POSITION SUMMARY
The Guest Services Representative represents the hotel to the guest throughout all stages of the guest's stay.
This position is responsible for performing the activities of the front desk including reservations, guest services, and
telephone calls professionally, efficiently, and courteously.
This position is responsible for performing the activities of the front desk including reservations, guest services, and
telephone calls professionally, efficiently, and courteously.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Essential Duties:
1. Responds promptly and follows through on guest complaints in effective and friendly manner.
2. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
3. Uses suggestive selling techniques to up sell hotel rooms according to hotel standard procedures.
Job Duties and Responsibilities:
• Projects a professional image of the hotel.
• Notifies supervisor of incidents that may affect normal business operations or guest service.
• Performs well on all company shopping and telemonitoring programs.
• Knowledgeable of all front office functions, processes and procedures, hotel and surroundings.
• Follows all guidelines in regards to guest service, including, but not limited check in, reservations, check
out, special requests, pre-registration.
• Adheres to guestroom key control procedures.
• Adheres to hotel credit policies and procedures, including credit card authorization, direct bill accounts,
check cashing, cash-payment guests, telephone deposits, etc.
• Coordinates room status with the housekeeping department such as late checkouts, extended stays early
check-ins, special requests, etc.
• Adheres to hotel mail, package and message handling procedures.
• Uses proper telephone etiquette when answering all telephones and understands and uses voice mail
procedures accurately.
• Posts outlet charges promptly and accurately and balances end-of-shift work and cash drawer.
• Attends department meetings.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
1. Responds promptly and follows through on guest complaints in effective and friendly manner.
2. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
3. Uses suggestive selling techniques to up sell hotel rooms according to hotel standard procedures.
Job Duties and Responsibilities:
• Projects a professional image of the hotel.
• Notifies supervisor of incidents that may affect normal business operations or guest service.
• Performs well on all company shopping and telemonitoring programs.
• Knowledgeable of all front office functions, processes and procedures, hotel and surroundings.
• Follows all guidelines in regards to guest service, including, but not limited check in, reservations, check
out, special requests, pre-registration.
• Adheres to guestroom key control procedures.
• Adheres to hotel credit policies and procedures, including credit card authorization, direct bill accounts,
check cashing, cash-payment guests, telephone deposits, etc.
• Coordinates room status with the housekeeping department such as late checkouts, extended stays early
check-ins, special requests, etc.
• Adheres to hotel mail, package and message handling procedures.
• Uses proper telephone etiquette when answering all telephones and understands and uses voice mail
procedures accurately.
• Posts outlet charges promptly and accurately and balances end-of-shift work and cash drawer.
• Attends department meetings.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
Benefits
- Health, vision and dental insurance
- 401(k)
- Vacation and Sick Pay
- Paid Holidays
- Employee Referral Program
- Opportunities for Advancement
- Hotel Discounts for you, your friends and family
- Access to our Talent team to help you reach your career growth goals
EEO Statement
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.