Guest Services Representative/Front Desk - DoubleTree by Hilton

Job Description

Job Description

6PM Hospitality is seeking positive, forward-thinking individuals to join our team at the newly-renovated DoubleTree by Hilton in Battle Creek, MI. 6PM Hospitality consists of a team of hospitality experts who draw upon decades of experience to make everything from the front desk to the back office achieve a standard of excellence. We partner with property owners, brands, investors and financial institutions to transform short stays into unforgettable experiences, and turn investments into solid returns. Come be a part of our excellence driven team!

Position Summary:  

Guest Service Representatives are responsible for providing strong sales techniques and excellent guest service, according to 6PM Hospitality’s Core Values, 6PMHospitality Partners LLC and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied. 

Essential Functions:  

• Report to work in uniform presented professionally, neat, and clean.
• Greet all guests in a friendly, positive manner. Greet all guests within a 15-foot radius of you. Ask questions of guests and make personal connections to make them feel they are welcome and valued 
• Anticipate and meet the needs and expectations of our guests, then go one step further 
• Sell the property according to the 6PM Hospitality Partners LLC and Hilton sales standards 
• Collect leads and prospect new business, communicate the information to the appropriate Sales Manager. 
• Gather the appropriate data from each guest, from address information to credit cards and phone numbers. 
• Must be actively asking guest to sign up for Hilton Honors loyalty program to meet Hilton brand standards 
• Clearly state all necessary policies and hotel information to each guest 
• Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations.
• Record any special needs or requests and unique occurrences throughout the shift in Quore. Communicate any unordinary occurrences to the next shift.
• Record any special requests, early arrivals, late departures, and stayover requests on the Housekeeping Pass-on log.
• Maintain a neat and clean workspace at the front desk and adjacent areas
• Sweep behind workstation at the end of shift 
• Maintain an organized and clean dry storage and music room closet area. Dispose of any and all trash and broken-down boxes. 
• Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department Manager or AGM/GM. 
• Complete any required annual compliance training according to 6PM Hospitality Partners LLC and Hilton standards, with documentation of training being completed.
• Stay knowledgeable of all emergency procedures and aware of how to handle each situation. 
• Responsible for the settlement and reconciling of guest accounts and paperwork and emailing receipts
• Balance cash drawer and make appropriate cash drops, record any inconsistencies
• Provide excellent guest service
• Supply information to guests regarding hotel services, and amenities, offer suggestions and maps 
• Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment. Be knowledgeable of the downtown Battle Creek area 
• Handle all guest concerns and be able to problem solve in a tactful, professional manner 
• Handle all Maintenance requests by first assessing the situation and fix if able to. If unable to, contact on-property maintenance to assist with request.
• Maintain open lines of communication between all departments within the hotel 
• Exhibit regular and recurrent attendance records 
• Follow the “Call Off Policy” listed in your handbook for any necessary call outs 
• Other duties as requested by management/supervisors/leads

Position Requirements:  

Minimum Knowledge: 

• Requires ability to interpret/extract information and/or perform arithmetic functions
• Excellent typing speed, record keeping, and word processing skills
• Excellent communication skills.
• Must be able to run Microsoft Edge, Microsoft Word, and Microsoft Excel documents.
• Must be knowledgeable in accessing shared computer drives and know how to operate basic email functions.
• Knowledge of using a printer and scanner.
• Excellent problem-solving skills. 

Formal Education and Job-Related Experience :  

• This position requires a minimum formal education of a high school diploma or equivalent related experience. 
• Clean driving record required

License, Registration, and/or Certification Required:

• CPR
• TIPS (Able to become certified on the job)

Working Conditions and Physical Effort:  

• Stress Load: Moderate – Moderately High exposure to stresses 
• Workload Fluctuation: The workload required to perform this job requires ability to adapt to change and problem solve. 
• Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations 
• Physical Effort: Significant portions (more than 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day 
• Physical Environment: Some portions (10 - 25%) of daily assignments involve exposure to dirt, odors, loud noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable 
• Work Schedule: Work regularly requires or varies between day, evening, night, holiday, or weekend assignments. Schedule varies according to business demands and needs 
• Occupational Risks: Some portions (10 - 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials 
• Ergonomics Risks: Some portions (10 – 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures 
• Safety: Responsible for adhering to all safety policies and procedures of 6PM Hospitality Partners LLC 
• Required Travel: Position does not require travel to other 6PM Hospitality Partners LLC properties for training and offsite meetings. All work is completed on the property. Relocation assistance is not available for this position.

Employee Benefits

• Paid time off for all full-time and part-time team members
• 8 hours of paid volunteer paid for all team members
• Holiday pay
• Travel discounts for employees, friends, & family
• Restaurant discounts
• Referral Program
• Health, vision, and dental insurance available for all full-time team members
• Employee recognition perks and benefits
• Advancement opportunities 
• Paid maternity/paternity leave or adoption leave for qualifying FMLA

Apply today to become part of an authentic, excellence-driven team!