Job Description

Job Summary:

The Guest Service Representative (GSR) is the first point of contact for guests at Home 2 Suites. This position is responsible for ensuring a warm and welcoming environment for all guests, checking guests in and out, managing reservations, addressing guest inquiries and requests, and handling any issues or concerns during their stay. The GSR plays a key role in maintaining high levels of guest satisfaction by providing exceptional customer service and ensuring that the hotel runs smoothly.

Key Responsibilities:

Guest Check-In and Check-Out:

+ Greet guests upon arrival with a friendly, professional demeanor.
+ Verify guest information and process check-ins and check-outs efficiently.
+ Assign rooms according to guest preferences and ensure that the correct information is entered into the hotel management system.
+ Provide guests with necessary information about hotel amenities, services, and policies.

Guest Service & Satisfaction:

+ Address guest inquiries, requests, and concerns promptly and professionally, ensuring a high level of guest satisfaction.
+ Assist guests with special requests, such as room upgrades, early check-ins, late check-outs, and reservations.
+ Handle guest complaints or issues and work towards a satisfactory resolution in a calm and efficient manner.
+ Maintain positive guest relationships by ensuring excellent customer service and ensuring their needs are met.

Reservations & Room Assignments:

+ Manage room reservations by confirming bookings, making changes or cancellations as needed, and handling guest inquiries related to availability.
+ Assist with group reservations, special requests, and events.
+ Maintain accurate records of guest bookings and ensure all information is up-to-date in the hotel management system.

Communication & Coordination:

+ Coordinate with housekeeping and maintenance to ensure rooms are prepared for guest arrivals and that any issues are addressed promptly.
+ Relay important information to other hotel departments to ensure smooth operations and guest satisfaction.
+ Communicate any special guest needs, concerns, or requests to the appropriate department for follow-up.

Handling Cash and Payments:

+ Process guest payments accurately, including cash, credit card, and other forms of payment.
+ Handle cash and operate the hotel's point-of-sale (POS) system in accordance with hotel policies.
+ Maintain accurate records of financial transactions, including guest folios and invoices.

Security & Safety:

+ Ensure the safety and security of guests and their belongings, reporting any incidents or concerns to management as necessary.
+ Ensure that all keys and access codes are managed according to hotel security procedures.
+ Assist in emergency situations, following hotel safety protocols.

Administrative & Miscellaneous Duties:

+ Perform general clerical duties such as answering phones, making wake-up calls, and maintaining a clean and organized front desk area.
+ Assist with handling guest mail, packages, and messages.
+ Ensure the front desk area is stocked with necessary materials, such as brochures, maps, and other information for guests.

Qualifications:

Education & Experience:

+ High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality, Business, or related field preferred.
+ Previous experience in a customer service or hospitality role is highly desirable.
+ Experience with hotel property management systems (PMS) and reservation software is a plus.

Skills & Knowledge:

+ Strong communication and interpersonal skills, with a focus on customer service.
+ Ability to multitask and manage time efficiently in a fast-paced environment.
+ Attention to detail and accuracy in data entry and handling financial transactions.
+ Ability to handle guest complaints and resolve issues in a professional and effective manner.
+ Basic computer skills and proficiency with Microsoft Office applications.
+ Knowledge of hotel services and amenities, and the ability to promote them to guests.

Personal Characteristics:

+ Friendly, approachable, and professional demeanor.
+ Strong problem-solving skills and ability to think on your feet.
+ Ability to work independently and as part of a team.
+ Positive attitude and a genuine desire to assist guests.
+ Flexibility to work various shifts, including evenings, weekends, and holidays.

Physical Demands:

Ability to stand, walk, and move around the front desk area for extended periods of time. Ability to lift and carry up to [weight] pounds when necessary. * Flexibility to work varied shifts, including weekends, holidays, and evening hours.