Guest Service Representative - Hampton Inn by Hilton
Muskogee, OK 74401
About the Job
Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!
Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.
General Accountability:
· Provide the highest quality of service to the customer at all times
· Promptly and effectively handle guest complaints and requests
· Check guests in and out efficiently and in a friendly manner
· Post guest charges and compute guest bills collect payment and make change for hotel guests
· Follow all cash handling procedures as required
· Handle guest mail and messages per established procedures
· Develop a thorough knowledge of room locations room rates amenities and selling strategies
· Take reservations on property
· Block rooms and handle special requests
· Monitor room availability
· Handle safe deposit boxes used by guests per established procedures
· Keep lobby and desk area clean and presentable
· Have a thorough knowledge of emergency and security procedures
· Offer and properly handle requests for wake-up calls
· Ensure all rooms are check in property and a valid and working form of payment is collected
· Communicate with incoming staff and management by logging pertinent information in the pass on log
· Keep maintenance informed of all maintenance needs
· Must wear proper uniform at all times in accordance with Standards
· Participate in any sales lead generator (will vary by property)
Specific Essential Tasks/Duties:
· Must be able to complete all required training in timely manner as required by the brand
· Participate in daily and weekly team meetings
· Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
· Process guest arrivals and departures including all necessary payments.
· Handle & coordinate room assignments and pre-arrivals.
· Handle guests concerns.
· Offer referral for services and handle requests for information.
· Handle and store guest luggage.
· Assist with the check-in and check-out of groups and tours
· Answer switchboard with standards of proper telephone etiquette
· Communicate with housekeeping on any issues guest request early arrivals late departures
· Perform all duties as indicated in the shift checklist report
· Maintains a favorable working relationship with all other company employees to foster and promote
a cooperative and harmonious working climate and culture.
· Must be able to work varying shifts and time schedules as needed (days nights weekends and
holidays).
Behaviors
Preferred
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Team Player: Works well as a member of a group
- Enthusiastic: Shows intense and eager enjoyment and interest
Motivations
Preferred
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Goal Completion: Inspired to perform well by the completion of tasks
- Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Self-Starter: Inspired to perform without outside help
General Notes
· This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
· Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
· If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.
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