Job Description

Guest Services Representative

Welcome to InTown Suites! We take pride in offering unmatched value and memorable experiences for our guests. We prioritize small gestures that make a big difference. That starts with our staff! We are currently seeking a Guest Services Representative at one of our hotel properties. The Guest Services Representative is responsible for assisting guests efficiently, courteously, and professionally in all front office related functions. The Guest Services Representative is also responsible for covering all aspects of the front office when the General Manager is not present. Come help make a difference and join a hardworking team with a diverse and inclusive culture. Enjoy a friendly workplace environment, competitive health benefits, and career growth opportunities!

Job Responsibilities

• Represent hotel in a professional and courteous manner; check guests in and out in a timely and efficient manner
• Ensures reservations are taken correctly and courteously
• Must be proficient in computer operating system
• Available at all times to deal with guest issues in a professional manner
• Notify General Manager or equivalent immediately of any guest, employee, or cash concerns
• Supervise property staff as needed
• Ensure compliance of safety and security standards
• Reports to the Regional Operations Manager in General Manager absence
• Responsible for bank deposits in General Manager absence
• Identify and follow up on life/safety issues and inspection issues
• Notify General Manager or equivalent immediately of any safety and/or security violations of policy
• Leave all desk and office areas in a clean and in a neat manner
• Handle administrative duties as assigned
• Take responsibility for insuring that property is always clean and free of any trash and debris

Skills/Experience

• Previous hospitality experience preferred but not required
• Any combination of education and experience equivalent to high school diploma
• Any other combination of education, training or experience that provides the required knowledge, skills and abilities
• Ability to read, understand, interpret information found in a variety of reports and other internal hotel information
• Ability to read, speak, write in an efficient manner in order to interact with guests and staff
• Sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage, and count as well as how to balance a cash bank, etc.
• Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, up selling techniques, in order to ensure the effective operation of the front office and related departments (examples include providing high level of service, effective staff training, proficient problem solving, effective cost controls, etc.)
• Ability to compose and express thoughts in a clear and concise way to ensure effective communication
• Ability and flexibility to work long hours on a regular basis and as business conditions demand
• Ability to manage multiple activities and use time management skills to get tasks accomplished in stressful situations/environments
• Ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems

Mental and Physical Demands

• Indoor work with hard and carpeted surfaces
• Standing for eight (8) hour shifts
• This position is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Exposure to extreme weather conditions, cold and heat
• Extensive use of hands and fingers for manipulation of keyboard, answering phone calls (100% of the time)
• Use of computer terminal, which requires extensive eye contact with a video display terminal

Travel Demands

• Travel locally as assigned by the General Manager and must possess a valid driver's license and proof of insurance.

Perks & Benefits

• Easy to follow training programs & supportive team throughout the onboarding process
• Health, dental, vision, life and disability insurance for Full-time Employees
• 401k with company match
• PTO for Full-time employees
• Sundays off and No late shifts!
• Flexible schedules

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by managers/supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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