Fairfield Inn & Suites/Archon Hospitality Guest Service Representative Job Overview

THIS EMPLOYER DOES NOT ACCEPT PHONE CALLS OR WALK-IN APPLICATIONS. PLEASE CLICK APPLY NOW IN ORDER TO BE CONSIDERED FOR THIS POSITION.

Primary Responsibilities

• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals.
• Books guest reservations and/or coordinates with reservation center.
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
• Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Relationships:

Internal:

• Engineering: To relay guest needs for service.
• Accounting: To seek credit approval for payment processing.
• Housekeeping: To verify room availability
• Food and Beverage: To arrange for group functions or guest reservations.

External:

• Hotel guests: To sell and provide customer service; to resolve problems, to make arrangements.
• Valet Service: To provide customer service
• Transportation Companies: To arrange guest transportation, Lost Bags, Distressed Passengers
• Local Businesses: To reference information for guests, make arrangements for guests, and develop relationships

Reports to: Guest Service Manager

Qualifications

Education/Experience:

• High School diploma or equivalent and some customer service experience.

Skills and Qualities:

• Interpersonal skills
• Computer skills
• Typing
• Patience and Understanding
• Customer Service Orientation
• Sales Orientation
• Judgment and decision making skills
• Knowledge of surrounding area
• Rational and patient problem solving

Working Conditions:

• Will be required to work nights, weekends and holidays.
• Will be required to work in fast paced environment.
• May be asked to work overtime.