What are the responsibilities and job description for the GUEST SERVICE REPRESENTATIVE position at MCR Hotels?
The Guest Service Representative at the Homewood Suites by Hilton Yuma serves as the first point of contact for guests and manages all aspects of their accommodation. Guest Service Representative responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities.
Responsibilities:
- Greet guests and complete the check-in process
- Input and retrieve information from the computer and PMS system
- Confirm guest information, room rate, selection of room, code electronic keys
- Provide information to guests about hotel amenities & local area
- Assist guests with check-out
- Ensure rooms and services are correctly accounted and charged
- Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift certificates
- Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge
- Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
- Answer and manage phone calls in a timely manner, managing multiple tasks at once
- Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
- Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
- Receive, retrieve, and relay messages and packages to guests
- Other duties as assigned
Requirements:
- Front desk experience preferred, but will train the right fit
- Experience with the brand a strong plus
- Highly motivated and self-directed
- Exceptional customer service skills required
- Must possess strong computer skills
- Ability to move, and occasionally lift up to 20 pounds and stand for extended periods of time
- Excellent English communication skills both written and verbal
- A can-do attitude and a hands-on approach
- A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
Our Company
- MCR is the 3rd-largest hotel owner-operator in the United States.
- Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
- MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
- MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
- MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
- MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
- For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.
