Guest Services Associate

Raines Co. - Your Future is Now!

Position Summary: The Guest Services Associate is responsible for providing exceptional customer service to guests by assisting with inquiries reservations check-ins and overall guest satisfaction. This role involves handling phone calls responding to guest requests resolving concerns and ensuring a welcoming and positive experience. Strong communication problem-solving and multitasking skills are essential.

Established in 1988 as a family-owned business we have grown into a fully integrated development management and investment company that develops operates and owns the worlds leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates with our partners and within the communities where we operate.

We offer comprehensive Medical/Dental/Vision benefits 401K a generous PTO program and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Essential Job Functions

• Ensures Outstanding customer service at all times
• Maintains a friendly professional cheerful and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations hotel information and guest concerns in a timely fashion
• Resolves customer issues complaints and problems in a quick efficient manner to maintain a high level of customer satisfaction and quality service
• Builds strong relationships and coordinates with all other departments (housekeeping maintenance etc.)
• Prepares breakfast in accordance with Brand or Hotel standards
• Cleans common areas as needed or as assigned to include sweeping mopping and dusting
• Report any technical issues to maintenance
• Inventories breakfast items and provides order requirements to management
• Receives deliveries and ensure items delivered match paperwork reporting any discrepancies to driver and management
• Ensures phone calls wake up calls and messages for guests are handled in a prompt efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Experience and Education:

Pep Experience is preferred but not required.

Experience in customer service forward-facing or other guest-related positions

Experience in the hospitality industry hotels restaurants or similar in various roles preferred

Proficient in Microsoft 365 or similar computer applications

Minimum High school diploma GED or equivalent

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sexual orientation gender identity national origin disability genetic information or any other protected characteristic as outlined by federal state or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO/D/V

Application Tips:We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Required Experience:

IC