What are the responsibilities and job description for the Guest Service Representative position at Fairfield Inn Ottawa Starved Rock?
Guest Service Representative
Reports to: Operations Manager
Department: Rooms
WHO WE ARE
Janko Hospitality is a Chicago-based operator of upscale full-service, boutique lifestyle, extended-stay, and select-service hotels throughout the Midwest. The firm’s award-winning properties within the Marriott, Hilton, Hyatt, and IHG brand families have made Janko Hospitality a 2022 Hotel Business Magazine Top 100 Hospitality Management Company. Janko Hospitality is a growth company focused on expansion through strategic acquisition, development, and third-party management. With a passion for people, a proven track record of solid financial performance, honorable community involvement, and an unwavering commitment to quality, Janko Hospitality is a management company that will provide an exceptional hospitality experience to guests, owners, and associates.
BENEFITS
- Competitive compensation package
- Full benefits package, including 401K with matching and paid time off from Day 1
- Growth company focused on expansion through strategic acquisition and development
- Hotel discounts at locations worldwide
JOB DESCRIPTION
The purpose of the Guest Services Representative position Fairfield Inn & Suites Ottawa is to provide world class service to all guests. The Operations Manager will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. The position requires flexibility in working hours, including weekends and holidays, and strong customer service skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Greets and assist guests during check-in and check-out, ensuring satisfaction with rooms and accurate billing.
- Handle cash transactions, maintain records, and process reservations.
- Address guest inquiries, concerns, and promote hotel services.
- Operate telephone systems and manage internal calls, wake-up calls, and messages.
- Maintain communication with other shifts through the front desk log book.
- Perform cashier duties and attend to market needs as required.
- Adhere to safety and security protocols, including writing incident reports when needed.
- Maintain a professional appearance and assist guests and team members as required.
- Ability to use office equipment, lift up to 50 lbs, and stand/walk for long periods.
- Requires bending, twisting, reaching, and pushing.
QUALIFICATIONS
- High School Diploma or equivalent work experience.
- Previous customer service or hotel experience required, Marriott experience is helpful.
- Strong communication, customer service, and organizational skills.
- Computer proficiency using Windows-based software is preferred.
