What are the responsibilities and job description for the Guest Service Representative position at Staybridge Suites?
We are looking for a Guest Service Representative to make our guests feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Guest Service Representative? Guest Service Representative's responsibilities include greeting guests as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities, answering phone and taking payments. You will make sure that our hotel offers stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will represent our hotel’s image by answering guests’ requests and making sure our guests are satisfied.
Responsibilities
- Provide upscale guest service experiences for guests throughout their stay
- Ensure guests are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform guests of our hotel services, including breakfast and dining options
- Promote all hotel amenities, conveniences and programs offered
- Ensure we comply with all standards and operating procedures
- Liaise with Housekeepers and Staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel guests
Skills
- Proven work experience as a Guest Service Representative or similar role
- Understanding of all hotel policies and best practices and relevant laws
- Hands-on experience with Hotel software (PMS)
- Proficiency in English
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation
Job Types: Full-time, Part-time
Pay: $10.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Experience: 1 year (Preferred)
- Front Desk: 1 year (Preferred)
Work Location: In person
Salary : $10
