What are the responsibilities and job description for the Guest Service Rep - Grant St Inn position at Strand Hospitality Services?
Description
Join the Grant Street Inn, a Strand Hospitality managed hotel!
We offer competitive pay and benefits for our valued employees!
Full time Strand Hospitality associates have the option to enroll in Aetna medical, dental, and vision plans. You also receive paid time off, paid basic life and AD&D insurance and the option to purchase additional life for yourself, a spouse and / or children.
Everyone (including part time associates) can join a 401(k) Fidelity plan with a company match of up to 4% of the employee annual income. You also receive pay at time and a half on major holidays, as well as discounts in hotels located worldwide, theme parks, Broadway shows, and much more!
Job Summary
The Guest Service Representative provides excellent customer service to the guests during their hotel stay. Responds to guest requests as well as proactively predicts guests' needs. Provides information and services to the guest at the front desk of the hotel.
Duties and Responsibilities
The Guest Service Representative's responsibilities include, but are not limited to :
- Answers incoming telephone calls professionally, following the hotel and / or brand expectations regarding phone etiquette.
- Provides excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
- Makes reservations or modifies reservations as needed.
- Follows hotel and / or brand standards related to guest interactions and reward programs.
- Coordinates check-in and check-out procedures with multiple guests in line in a courteous and efficient, providing a positive experience for each guest.
- Maintains guest privacy and safety by not sharing information about guests, to callers, walk-ins, or other guests.
- Documents information regarding guest or room information in the front desk notebook for future shifts. Protects this information as confidential from guests and employees without a "need to know".
- Assists sales team with pre-registration and blocking of rooms for groups.
- Adheres to proper credit, check cashing, and cash-handling policies and procedures.
- Tracks room status to ensure guests are assigned to vacant ready rooms.
- Shares correct information regarding rooms, amenities, and hotel rules.
- Uses suggesting selling techniques to sell rooms and to promote other services of the hotel.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Processes mail, packages, and message handling with care so accurate information is provided to guests or management promptly.
- Attends department meetings.
- Communicates with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
- Follows all safety and emergency procedures. Is aware of accident prevention policies.
- Completes duties and confirms on shift checklist as assigned.
- Various other duties as assigned by Supervisor.
Requirements
Strand Core Values
All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.
RE S PECTFUL
ADAP T IVE
SE R VICE
ACCOUNT A BLE
U N IFIED
DE D ICATED
Guest Service Representative Core Competencies
Work Environment
It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
Requirements
Customer Service Driven
Spirit to Serve
Reliability
