Guest Services Representative

Guest Services Representative

AC Hotel Vancouver Waterfront is looking for an attentive, engaging, and service-oriented Guest Services Representative to join our team! The Guest Services Representative represents the hotel to the guest throughout all stages of the guest's stay. This position is responsible for performing the activities of the front desk including reservations, guest services, and telephone calls professionally, efficiently, and courteously.

Benefits

Health, vision and dental insurance, 401(k), vacation and sick pay, paid holidays, employee referral program, opportunities for advancement, hotel discounts for you, your friends and family, access to our talent team to help you reach your career growth goals.

Essential Duties

• Responds promptly and follows through on guest complaints in effective and friendly manner.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Uses suggestive selling techniques to upsell hotel rooms according to hotel standard procedures.

Job Duties & Responsibilities

• Projects a professional image of the hotel.
• Notifies supervisor of incidents that may affect normal business operations or guest service.
• Performs well on all company shopping and tele-monitoring programs.
• Knowledgeable of all front office functions, processes and procedures, hotel and surroundings.
• Follows all guidelines in regards to guest service, including, but not limited check in, reservations, check out, special requests, pre-registration.
• Adheres to guestroom key control procedures.
• Adheres to hotel credit policies and procedures, including credit card authorization, direct bill accounts, check cashing, cash-payment guests, telephone deposits, etc.
• Coordinates room status with the housekeeping department such as late checkouts, extended stays early check-ins, special requests, etc.
• Adheres to hotel mail, package and message handling procedures.
• Uses proper telephone etiquette when answering all telephones and understands and uses voice mail procedures accurately.
• Posts outlet charges promptly and accurately and balances end-of-shift work and cash drawer.
• Attends department meetings.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.

Additional Duties

• Maintains punctual, regular and predictable attendance.
• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with guests and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from supervisor.
• Complies with all safety policies, practices and procedures and reports all unsafe activities to supervisor.
• Participates in proactive team efforts to achieve hotel and company goals.
• Provides leadership to others through example and sharing of knowledge and skills.
• Performs other duties as assigned and determined by the Supervisor/Manager.

Qualifications

• High school diploma or general education degree (GED); or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents, reports, manuals and correspondence. Must be able to write simple and complex documents, reports, and correspondence. Must be able to speak effectively with clear speech to individuals and groups.
• Basic Math skills and experience handling cash and credit card procedures.
• Has advanced basic computer job skills including logging on to systems, ability to communicate by email, ability to compose documents, enter database information.
• Knowledge in Hotel Agilysys Software is an advantage.
• Attention to detail.
• Ability and flexibility to work various shifts including evenings, weekends, and holidays.

EEO Statement

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.