What are the responsibilities and job description for the Guest Service Representative position at IDM Hospitality Management?
POSITION DETAILS
Title: Guest Service Representative
Location: Newport Resort - 7888 Church St Egg Harbor, WI 54209
SUMMARY SCOPE OF ROLE
This pivotal role involves being the first point of contact for our guests, delivering outstanding service to ensure an exceptional stay. You will manage check-ins and check-outs, handle reservations, and provide comprehensive information about our property. Your role will be crucial in upholding Newport Resort’s commitment to guest satisfaction and creating memorable experiences.
PRIMARY FUNCTIONS & RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Efficiently manage the check-in and check-out process, ensuring a smooth and welcoming experience for all guests.
- Handle reservations, room assignments, and modifications while maintaining accurate records.
- Provide detailed information about the hotel's amenities, services, and local attractions.
- Accurately process payments, handle cash, and manage billing inquiries.
- Respond promptly to guest inquiries, resolve issues, and provide exceptional service recovery when needed.
- Promote and up-sell hotel services and amenities to enhance guest experiences.
- Multitasking: Perform multiple tasks simultaneously while maintaining attention to detail and a positive demeanor.
- Perform all duties as assigned.
SECONDARY FUNCTIONS & RESPONSIBILITIES
- Assist with administrative tasks such as filing, data entry, and maintaining guest records.
- Work collaboratively with other hotel departments to ensure a cohesive guest experience.
- Report maintenance issues or guest complaints to appropriate departments for timely resolution.
- Perform miscellaneous duties as assigned.
MINIMUM QUALIFICATIONS
- High School Diploma or GED / Equivalent required.
- Prior experience in customer service role, preferably in the hospitality industry.
- Proficiency with property management systems and basic office software.
- Excellent verbal and written communication skills.
- Ability to handle cash and process payments accurately.
SKILLS & ABILITIES
- Exceptional Communication: Display outstanding interpersonal skills and the ability to effectively communicate with guests and team members.
- Positive Attitude: Maintain a friendly and professional demeanor, contributing to a positive guest experience and team environment.
- Attention to Detail: Demonstrate meticulous attention to detail in managing reservations, processing payments, and handling guest requests.
- Problem-Solving Skills: Exhibit strong problem-solving abilities to address and resolve guest concerns and conflicts effectively.
- Adaptability: Adapt to changing circumstances and guest needs with flexibility and composure.
WHAT CAN I LOOK FORWARD TO?
- Employer Sponsored Health and Dental plans
- Employer Funded Short Term Disability and Life Insurance
- Employee assistance program
- Vision and other voluntary coverage available
- Generous Paid Time Off (PTO)
- 401(k) retirement plan with company match
- Hotel room discounts nationwide
