Guest Service Associate

Position Title: Guest Service Associate

Department: Guest Services/Operations

Reports To: Front Office Manager

Location: 501 Main Street Peoria, IL 61602

Position Type: Full-Time, Non-Exempt

Overview

Shreem Capital, a trailblazer in the hotel industry, is actively seeking a dynamic and experienced Guest Service Associate to shape and optimize our hotel’s front desk landscape. Grounded in radical honesty and transparency principles, our company culture encourages the open sharing of information, fostering an environment where every stakeholder's input is valued.

Position Overview

The Guest Service Associate is responsible for providing exceptional customer service to guests during their stay. They are the first point of contact for guests, handling various tasks from check-in and check-out to addressing inquiries and ensuring guest satisfaction. The role requires a combination of communication, problem-solving, and organizational skills to manage guest needs effectively. This role is essential for creating a welcoming environment and ensuring that guests have a memorable stay. Strong customer service skills and the ability to adapt to guest needs are crucial for success in this position.

Key Responsibilities:

1. Guest Check-In/Check-Out:

• Greet guests with a warm and welcoming attitude.
• Process check-in and check-out procedures efficiently.
• Verify guest information and ensure all reservation details are correct.
• Provide guests with information about hotel amenities, services, and policies.

2. Guest Inquiries and Requests:

• Handle guest inquiries via phone, email, or in-person.
• Address guest complaints or issues in a timely and professional manner, escalating when necessary.
• Ensure guests' special requests are met, such as room preferences, additional services, or accommodations.

3. Guest Satisfaction:

• Strive to enhance guest experiences by offering personalized service and anticipating their needs.
• Maintain a high level of guest satisfaction and respond proactively to guest feedback.

4. Reservation Management:

• Assist with booking and modifying guest reservations.
• Monitor room availability and assist guests in finding suitable accommodations.
• Update guest profiles and handle group or corporate bookings when necessary.

5. Cash and Payment Handling:

• Process payments, handle cash, and operate point-of-sale systems accurately.
• Balance cash drawers and ensure proper documentation for financial transactions.

6. Collaboration with Other Departments:

• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Report any maintenance or cleanliness issues promptly for resolution.

7. Administrative Tasks:

• Maintain accurate guest records and files.
• Handle administrative duties, including preparing reports, logging guest interactions, and filing documents.

8. Safety and Security:

• Ensure guest safety by following hotel security protocols.
• Monitor and report any suspicious activities to the appropriate authorities.

Qualifications:

• Education: High school diploma or equivalent. A degree in hospitality or a related field is a plus.
• Experience: Previous experience in a customer service or hotel environment is preferred.

Skills:

• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to work under pressure and handle challenging situations.
• Proficient in using computer systems, including reservation software and point-of-sale systems.
• Knowledge of hotel policies and local area information.

Physical Requirements:

• Ability to stand for extended periods.
• Must be able to lift up to 25 pounds when required.

Shreem Capital is an Equal Opportunity Employer.

Job Types: Full-time, Part-time

Pay: $16.00 - $17.00 per hour

Benefits:

• Paid time off

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Ability to Commute:

• Peoria, IL 61602 (Required)

Ability to Relocate:

• Peoria, IL 61602: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $17