Guest Service Representative - Hampton Inn Cleveland

Guest Services / Front Desk Representative

Our Culture:

We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Finally, giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner in the local community to make a difference.

Job Description:

Guest Service Representative consistently delivers outstanding customer service to each guest every time ensuring that the highest standards are upheld and guest expectations are exceeded through the check-in/check-out process, in person throughout their stay and in telephone communications. Guest Service Representatives respond to guest’s requests with a sense of urgency and concern. Guest Service Representative is the communication and information center for guests, fellow employees, vendors, and other outside business representatives. They perform a variety of clerical duties including basic computer work, reception and simple accounting tasks. Specifically, you will be responsible for performing the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.

The job is simple:

Focus on ways to promote and engage in internal growth programs.

Continuously exemplify and live by our Culture.

Meet/exceed our company goals and three metrics.

• Complete all required training
• Adhere to all standard operating procedures and property specific brand standards
• Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests
• Provide personalized, friendly service to every guest and associate
• Have knowledge of all hotel systems including PBX phone system, key card system, PMS reservation systems, and general office machines
• Complete all tasks described on the relevant shift check list during shift
• Have knowledge of fire alarm system and Emergency/evacuation procedures 
• Check the credit of guest accounts daily and follow up if action is required
• Have knowledge of surrounding area
• Be responsible for security of guests, fellow employees, and hotel assets
• Keep cash drawer secure and in balance throughout the shift
• Communicate with housekeeping department in order to ensure an ample supply of clean rooms
• Sell and up-sell rooms to walk-ins and phone reservations
• Have general knowledge of housekeeping, bed making, vacuuming, etc. 
• Strive for the consistent goal of 100% occupancy and 100% guest satisfaction 
• Have professional telephone & communication skills
• Have patience and understanding for every person encountered 

Necessary Skills:

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees and hotel assets
• Have knowledge of fire alarm system and evacuation procedures
• Able to report to scheduled shifts
• Able to communicate effectively in writing, by telephone and in person. 
• Able to work a flexible schedule
• Is organized, honest, and works well with others
• Maintain a clean and attractive work area, uniform, and person Has the highest degree of integrity and is humble, living by the Golden Rule
• Able to work with people from diverse cultures and backgrounds
• Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
• Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds
• Can perform work for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far
• Must be able to use/lift arms for up to 8 hours
• Must be able to handle and work well under pressure
• Have finger dexterity for operating equipment such as computers
• Able to understand operating of computer PMS systems and functions with minimal supervision and recall task to preform needed guest functions
• Must speak in a clear, understandable voice, hear at a basic level, and understand English 

Vision Hospitality Group is an equal opportunity/AA/Disability/Veteran employer. As an Equal Opportunity Employer, Vision Hospitality Group celebrates diversity and is committed to creating an equitable and inclusive environment and a sense of belonging for all associates. We do not discriminate and believe everybody should be proud of who they are, represent their culture and heritage, and live by the Golden Rule.