Guest Services Representative - Residence Inn Akron, OH

Full Time

Akron, OH, US

Salary: $16.50 Hourly

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently seeking a remarkable Guest Service Representative for the Residence Inn Akron South/Green in Akron, Ohio . This position pays $16.50 per hour.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information , and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival.

• Register guests into the computer, verifying reservation, address, and credit information.

• Accept payment for guests’ accounts at both registration and checkout.

• Promptly respond to and resolve guest complaints

• Answer the telephone promptly and properly, being polite, courteous, and friendly

• Be friendly, thorough, accurate, and efficient in taking reservations

• Be friendly, thorough, accurate, and efficient in performing Check-ins

• Be friendly, thorough, accurate, and efficient in performing Check-outs

• Be knowledgeable and helpful about the local area, the hotel, and hotel service

• Know of incoming VIPs and returning Guests

• Follow all applicable Company Standard Operating Procedures.

• Perform other assignments as directed by the Front Office Manager / General Manager.

• Be an enthusiastic, helpful, and positive member of the team

• Be professional, responsible, and mature in conduct and behavior

• Be understanding of, encouraging to, and friendly with all co-workers

• Be self-motivated and use time wisely

• Maintain an open line of communication with each department

• Communicate pertinent information

• Respond positively to new ideas

• Openly accept critical/developmental feedback

• Maintain effective communication through the use of tracking, passing on information, meetings, and email

• Be available to help other departments in emergency situations

• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook.

• Safety and Security Skills

• Properly handle and account for keys

• Be knowledgeable of policies regarding emergency procedures and security concerns

• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available

• Have complete knowledge of hotel rooms

• Increases revenues by offering customers upgraded rooms

• Ensure all customers establish credit upon check-in.

• Verifies all information on reservations check-in: name, address, method of payment, etc.

• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers

• Identifies and records special billing instructions and notifies accounting

• Completes shift closing accurately by getting appropriate approval signatures and authorization codes

• Adheres to hotel policies regarding the use of cash banks

• Stays current with developments in the hotel by reviewing the communication log book each shift; updates the log book for the next shift

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

This job requires the ability to perform the following:

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.

• Requires good communication skills, both verbal and written.

• Must possess basic computational ability.

• Must possess basic computer skills.

• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where the hotel is located and its attractions.

• Must be able to stand and exert well-paced mobility for up to 4 hours in length. The length of time of these tasks may vary from day to day and task to task.

• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

• Must be able to lift up to 15 lbs occasionally.

• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability, and visual acuity.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates

• Vision occurs continuously, with the most common visual functions being those of near vision and depth perception.

• Ability to spend extended lengths of time viewing a computer screen.

• Requires manual dexterity to use and operate all necessary equipment.

• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.

• Strong communication skills are essential when interacting with guests and employees.

• Reading and writing abilities are often used when completing paperwork, logging issues/complaints/requests/ information updates, etc.

• Basic math skills are used frequently when handling cash or credit.

• Problem-solving, reasoning, motivating, and training abilities are often used.

• Have the ability to work a flexible schedule, including nights, weekends, and/or holidays

Amazing Benefits At A Glance:

• Starting Wage: $16.50 per hour

• Team Driven and Values Based Culture

• Dental and Medical

• Vacation & Holiday Pay

• Career Growth Opportunities/ Manager Training Program

• Reduced Room Rates throughout the portfolio

• Third Party Perks (Movie Tickets, Attractions, Other)

• Referral program